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information for businesses covered by the ombudsman service

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

how we handle cases

the rules

where are the rules for the Financial Ombudsman Service published?

process and procedures

where can I find an overview of the ombudsman's process and procedures?

differences between us and the courts

why does the ombudsman service work differently from the courts?

the time it takes

how long will you take to resolve a case, once it's been referred to you?

keeping it confidential

can a business submit information in confidence to the ombudsman service?

your customer relations

can we contact the consumer while the ombudsman service is considering a complaint?

industry insight

how does the ombudsman service know what's going on in the real world?

false claims

what is the ombudsman service doing to stop consumers making false claims?

third party complaint-handlers

why do you accept complaints from third party complaint-handlers on behalf of consumers?

complaints - not legal pleadings

does the ombudsman service restrict its work on a complaint to the specific arguments raised by the consumer - as in legal pleadings?

basic advice and simplified advice

what's the ombudsman's approach to complaints involving "basic advice" and "simplified advice"?