Nine out of ten people say they have no complaints about their bank, insurer or finance firm. And most financial transactions take place without any problems.
But sometimes things go wrong. And when they do, and a customer isn’t happy, it’s up to the business to try and sort it out. The business must be given the chance to look into a problem – and they have eight weeks to do it.
If the customer still isn’t satisfied, they can come to us. We’ll listen to both sides of the story. And we’ll be honest. We give advice or make decisions based on the facts that we see.
We won’t take sides – and we’ll look at every problem with an open mind. But we can’t make any promises about the outcome, because it all depends on the individual circumstances.
But there are some complaints we cannot deal with. And rules and restrictions may apply – for example, on the time limits for bringing a complaint (so it is very important that you complain as soon as possible).
The rules can be complex. But we will always give you the chance to query anything you don't understand or agree with.
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