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about us
- my story: how the ombudsman service helped me ...
- freedom of information and data protection
- our aims and values
- our board members
- our ombudsmen and senior staff
- our service standards
- our equality and diversity policy
accessibility
details of how we can provide information about our service in different formats (for example, Braille, large print and audiotape)
- easyread (accessible text format)
- British Sign Language (video-clips) your complaint and the ombudsman service
- meeting your needs
- speaking your language
- using this site
contact us
address, contact details and location map
- consumer helpline phone 0845 080 1800
- contact our technical advice desk
- contact our external liaison team
- switchboard and central administration phone 020 7964 1000 or for calls from outside the UK phone +44 (0)20 7964 1000
- visiting our office
Cymraeg – in Welsh
frequently-asked questions
this section of the website allows quick and easy access to the more commonly-asked questions about the Financial Ombudsman Service on a whole range of issues
- complaining to the ombudsman
- complaints about bank charges
- mortgage endowment complaints
- publications
- research information
- using this website
information for businesses covered by the ombudsman service
this section gives you quick and easy access to the more commonly-asked questions on a wide range of issues relating to the Financial Ombudsman Service
- before we get involved
- how we handle cases
- how we decide cases
- how we award redress
- our rules & powers
- handling mortgage endowment complaints
- our funding
- keeping in touch
- support for businesses covered by the ombudsman
- the standard of service we provide
- our voluntary jurisdiction
help
help with this site
how to complain
hints to help you complain effectively to the firm – and details of what to do next, including downloadable Word 2000 and PDF versions of our complaint form
links
links to websites that give general information about consumer finance
news
latest updates and media enquiries contacts
- news updates from 2007
- news updates from 2006
- news updates from 2005
- news updates from 2004
- news updates from 2003
- news updates from 2002
- news updates from 2001, 2000, 1999, 1998
- events – includes roadshows, exhibitions, seminars and speeches
- events for consumer advisers
- news by email
photo library
photographs of chief ombudsman, chairman and principal ombudsmen, plus general image bank
publications
all our publications, plus details of how to order supplies
- our consumer leaflet
- consumer factsheets on ...
- how we deal with your case
- mortgage endowment complaints
- medical "non-disclosure" in insurance
- Equitable Life
- "splits" complaints
- payment protection insurance
- putting things right - our service standards and what to do if you're not happy with our service
- what a "final decision" by an ombudsman means
- ombudsman news
- latest issue 70 (Jun/Jul 08)
- previous issues – 69 (Apr/May 08), 68 (Mar/Apr 08), 67 (Feb/Mar 08), 66 (Dec 07/Jan 08), 65 (Oct/Nov 07), 64 (Sept/Oct 07), 63 (Jul/Aug 07), 62 (Jun/Jul 07), 61 (Apr/May 07), 60 (Mar/Apr 07), 59 (Jan/Feb 07), 58 (Dec 06/Jan 07), 57 (Oct/Nov 06), 56 (Sep/Oct 06), 55 (Aug 06), 54 (Jul 06), 53 (May 06), 52 (Apr 06), 51 (Jan/Feb 06), 50 (Nov/Dec 05), 49 (Sep/Oct 05), 48 (Aug 05), 47 (Jul 05), 46 (May/Jun 05), 45 (Apr 05), 44 (Mar 05), 43 (Feb 05), 42 (Dec 04/Jan 05), 41 (Nov 04), 40 (Sep/Oct 04), 39 (Aug 04), 38 (Jul 04), 37 (May/Jun 04), 36 (Apr 04), 35 (Feb/Mar 04), 34 (Jan 04), 33 (Nov 03), 32 (Oct 03), 31 (Sep 03), 30 (Aug 03), 29 (Jul 03), 28 (May 03), 27 (Apr 03), 26 (Mar 03), 25 (Feb 03), 24 (Jan 03), 23 (Dec 02), 22 (Nov 02), 21 (Oct 02), 20 (Sep 02), 19 (Aug 02), 18 (Jul 02), 16 (May 02), 15 (Mar 02), 14 (Feb 02), 13 (Jan 02), 12 (Dec 01), 11 (Nov 01), 10 (Oct 01), 9 (Sep 01), 8 (Aug 01), 7 (Jul 01), 6 (Jun 01), 5 (May 01), 4 (Apr 01), 3 (Mar 01), 2 (Feb 01), 1 (Jan 01)
- technical notes – for firms and consumer advisers
- mortgage endowment related:
- mortgage endowments – complaints about pre-“A Day” sales
- mortgage endowments – complaints about post-“A Day” sales
- mortgage endowment complaints – assessment guide for firms (including mortgage endowment questionnaire)
- mortgage endowment never taken out
- mortgage endowment not continued
- mortgage endowment redress in more complicated cases
- redress for mortgage underfunding
- other:
- compensation for distress, inconvenience or other non-financial loss
- assumptions for redress in pensions mis-sale cases that fall outside the Pensions Review
- complaints that the interest rate on a savings account is too low
- consultation paper: rules for the new consumer credit jurisdiction
- is compensation taxable?
- note for intermediary firms on complaints involving “zeros”
- telling consumers about the Financial Ombudsman Service
- annual reviews
- corporate plans & budgets
- guides for firms
- our series of factsheets on a range of technical issues:
- a quick guide to ... helping you resolve complaints [PDF version opens in new window]
- a quick guide to ... how we handle disputes between businesses and their customers [PDF version opens in new window]
- a quick guide to ... funding and case fees [PDF version opens in new window]
- a quick guide to ... our jurisdiction: where investment firms are no longer authorised [PDF version opens in new window]
- a quick guide to .... hearings [PDF version opens in new window]
- a quick guide to ... calculating redress for mis-sold mortgage endowments [PDF version opens in new window]
- a quick guide to ... calculating redress in investment complaints [PDF version opens in new window]
- a quick guide to ... our role in settling consumer credit disputes
- ordering supplies of our consumer leaflet