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quick guides for businesses

our series of guides giving a quick and informal overview of a range of technical issues – from case fees to calculating redress

helping you resolve complaints

A quick guide for businesses – briefly setting out what you need to do if a consumer complains.

how we handle disputes between businesses and consumers

A quick guide - explaining our general process and procedures for businesses that don't usually have much direct contact with us. We send out this factsheet automatically if we receive a complaint about a business that hasn't had a complaint with us before.

funding and case fees

A quick guide - to how we are funded and when and how the case fees apply.

our jurisdiction: where investment firms are no longer authorised

A quick guide - primarily for investment firms formerly regulated by FIMBRA or PIA - to our rules and remit relating to complaints about firms that are no longer authorised to carry out investment business.

hearings

A quick guide - for consumers and businesses who have complaints with the ombudsman service - to how hearings fit into our process.

calculating redress for mis-sold mortgage endowments

A quick guide - primarily for insurers and advisers - to how redress is calculated if we uphold a mortgage endowment complaint and award standard redress (as set out by the FCA).

calculating redress in investment complaints

A quick guide - primarily for investment firms and advisers - to how redress is calculated if we uphold an investment-related complaint.

the role and work of our panel of ombudsmen

A quick guide - for consumers and businesses - to the role and work of our statutory panel of ombudsmen.

complaints about our service

Explaining what to do if you are unhappy with the service we provide - and information about the independent assessor.