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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.

power of attorney - our tips for banks

Part of our work to help banks and consumers avoid problems when supporting people who are losing the capacity to manage their finances.

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.