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data protection

asking for information

We’re committed to being open and transparent, which is why we’re happy to share the information we’ve relied upon to reach our decision on your complaint informally and free of charge. If this is the information you’d like to see, then you’ll need to speak to the person who is handling your complaint - they will have given you their contact details so you can get in touch.

However, because of the volumes of complaints we see and in order to resolve these complaints as quickly as possible - we don’t share the full complaint file with either party to the complaint.

Under section 7 of the Data Protection Act 1998 you’re entitled to ask us for a copy of all the personal data we hold about you. This is known as a subject access request. A subject access request doesn’t entitle you to be provided with specific documents or an entire file - but rather, it entitles you to be provided with your ‘personal data’ in a clear and permanent form.

More information about subject access request is available on the Information Commissioner’s website.

who should I contact to make a subject access request?

If you’d like to make a subject access request please contact our information rights team at information.rights@financial-ombudsman.org.uk or write to us at:

information rights team
Financial Ombudsman Service
PO Box 73208
London
E14 1QQ

We can’t accept requests over the phone - as the legislation says your request must be in writing. You’ll also need to include your real name, and an email or postal address for us to respond to.

When making a subject access request please specify what information you’re looking for to help us provide you with the relevant information.

how long will it take?

Once we’ve received your request and your £10 payment, we’ll send you the information as soon as we can. But it can take up to 40 calendar days to process your request. We’ll write to you to confirm receipt of payment and let you know when you can expect to hear from us.

is there a charge?

Yes - we charge £10 for processing subject access requests. We accept payment of the £10 processing fee by cheques, postal orders or international bankers’ drafts (in pounds sterling only) payable to Financial Ombudsman Service Limited - or by online transfer. If you’d like to pay by bank transfer, please contact us for our bank account details and we’ll be happy to provide them to you.

can I see information you hold about others?

No - a subject access request allows you to see information we hold about you. We won’t provide you with information about anyone else under a subject access request. The names and contact details of others will usually be removed before we send the information to you. If we correspond with a business about your complaint - we’ll tell you the name of the business we’ve been corresponding with but not necessarily the name of the individual at the business.

what if I'm unhappy with your response?

If you're unhappy with our handling of your subject access request, please contact our information rights team as soon as possible. You can contact us by email at information.rights@financial-ombudsman.org.uk or write to us at:

information rights team
Financial Ombudsman Service
PO Box 73208
London
E14 1QQ

We’ll look into your concerns and will get back to you as soon we can, but within 20 working days. And if you’re still unhappy after that, you can contact the Information Commissioner's Office:

The Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

phone: 01625 545 745
fax: 01625 524 510
email: casework@ico.org.uk 
website: www.ico.org.uk

 

free, fair, for everyone

The UK's official expert in sorting out problems with banking, insurance, PPI, loans, mortgages, pensions and other money and financial complaints.

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