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frequently-asked questions

This section answers a number of frequently-asked questions (FAQs) about:

using this site

legal position for website users

what's the legal position on my use of this website?

We aim to ensure this website is available 24 hours a day. But we will not be liable if, for any reason, the site is unavailable for any period of time. Access to the site may be suspended temporarily or permanently and without notice.

We try to make sure that the information on this website is correct, and that it represents our position at the time it is put on the site. But we do not give any express or implied warranty as to its accuracy. We do not accept any liability for error or omission. We are not liable for any damages (including, without limitation, damages for loss of business or loss of profits) arising in contract, tort or otherwise from:

  • use of this site (or from the inability to use the site);
  • any material contained in it; or
  • any action or decision taken as a result of using this site (or any material contained in it).

The materials on this site do not constitute financial or other professional advice. You should consult your professional adviser if you require specialist advice.

By accessing any part of this site, you will be deemed to have accepted in full these terms, which are governed by, and interpreted in line with, English Law.

what's the legal position on copyright and this website?

Unless otherwise stated, we own the copyright and any other rights in all the material on this site. You may download and print extracts from this site for personal use. But you must not modify text, graphics or documents in any way – or use them in a misleading context.

You can, of course, send friends or colleagues email "links" to relevant pages of our website, for them to download for their own personal use. This can often be the easiest way to share information.

You must not reproduce our copyright material, or store any part of this site in any other website (or public or private electronic retrieval system), without our prior permission – unless the material specifically states that you can do so, in which case you must quote the source.

Please email our publications team for further details – or look at our FAQs on publications, which have more details about our copyright, printing under licence, use of our logo and getting supplies of our publications.

what's the legal position on emails sent by the ombudsman?

Any emails we send are confidential and may be covered by legal privilege. If you receive an email that wasn’t meant for you please:

  • contact the person who sent it to tell them there's been a mistake;
  • do not copy it;
  • do not share it;
  • do not take any action on the basis of what it says;
  • delete it.

All emails we send have been checked by our virus detection software. But we suggest you carry out your own checks too. We can't accept liability for any loss or damage caused by viruses. And we can't take responsibility if it's been intercepted and sent on by someone else.

Unless an email says otherwise, it has no contractual effect. And it should only be used for the purpose described in it. Any emails we send contain the statements and opinions of the person who wrote it and do not necessarily represent the view of Financial Ombudsman Service Ltd.