an introduction to the Financial Ombudsman Service

how is the ombudsman service funded?

We are funded by a combination of a general levy on all businesses covered by the Financial Ombudsman Service and individual case fees.

We send out invoices for case fees at the end of the month in which the complaint is closed. No case fee is charged for the first two complaints to the ombudsman service each year. We charge a case fee for the third and any subsequent case we receive in relation to each business.

Under the rules, consumers do not pay a fee for using the ombudsman service. If we consider a complaint brought against your business, you will have to pay a case fee whatever the outcome (unless it is only the first or second complaint during the year - for which currently no case fee is charged). Any case fee you pay will almost certainly be less than your legal and management costs if your customer took you to court instead.