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updated version of our guide for complaints handlers available on-line

21 November 2003

The latest updated edition of the Financial Ombudsman's guide for advice-workers [PDF version, opens in new window] is now available on-line.

The guide is primarily intended for people working in financial services who regularly deal with complaints - for example, customer services and compliance staff. The guide covers:

  • best practice in dealing with complaints in-house;
  • when and how complaints come to the ombudsman;
  • ombudsman procedures for dealing with complaints.

Printed versions of the new guide will be available shortly.

media enquiries

  • David Cresswell – phone 020 7964 0134
  • Emma Parker – phone 020 7964 0966
  • out of hours – phone 0771 8658 306