This section answers a number of frequently-asked questions (FAQs) about:
what happens if a business goes bust while the Financial Ombudsman Service is looking at my complaint about it?
If this happens, the Financial Ombudsman Service will suspend its investigation into your complaint. We are unable to help where a business cannot meet financial claims against it.
In the case of an FCA-regulated firm, you may be able to make a claim using the Financial Services Compensation Scheme (FSCS). The FSCS is the "final safety net" for customers of failed FCA-regulated firms. If you are happy for us to, we will refer your case – where appropriate – to the FSCS who then contact you to explain how they may be able to help. The FSCS has its own set of rules and criteria for handling customers' complaints against failed firms.