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about us

• my story: how the ombudsman service helped me ...
• freedom of information and data protection
• our aims and values
• our board members
• our ombudsmen and senior staff
• our service standards: complaints about our service
• careers at the ombudsman service
• our equality and diversity policy

accessibility

details of how we can provide information about our service in different formats (for example, Braille, large print and audiotape)

• easyread (accessible text format)
• British Sign Language (video-clips) your complaint and the ombudsman service
• meeting your needs
• speaking your language (information in other languages)
• using this site

contact us

address, contact details and location map

• consumer helpline phone 0300 123 9 123
• email address
• postal address
• switchboard and fax
• contact our technical advice desk
• contact our external liaison team
• switchboard and central administration phone 020 7964 1000 or for calls from outside the UK phone +44 (0)20 7964 1000
• visiting our office
  • location map

Cymraeg - in Welsh

freedom of information and data protection

frequently-asked questions

this section of the website allows quick and easy access to the more commonly-asked questions about the Financial Ombudsman Service on a whole range of issues

• complaining to the ombudsman
• complaints about bank charges
• mortgage endowment complaints
• publications
• research information
• using this website
• information for consumer advisers

information for businesses covered by the ombudsman service

this section gives you quick and easy access to the more commonly-asked questions on a wide range of issues relating to the Financial Ombudsman Service

• before we get involved
• how we handle cases
• how we decide cases
• how we award redress
• our rules & powers
• handling mortgage endowment complaints
• our funding
• keeping in touch
• support for businesses covered by the ombudsman
• the standard of service we provide
• our voluntary jurisdiction
• information for smaller businesses

help

help with this site

• contact the webmaster
• copyright
• downloading PDF files
• privacy statement

how to complain

hints to help you complain effectively to the firm - and details of what to do next, including downloadable Word 2000 and PDF versions of our complaint form

• making a complaint
• what to do next
• can we help?
• if you think you've been mis-sold PPI

links

links to websites that give general information about consumer finance

news

latest updates and media enquiries contacts

• news updates from 2013
• news updates from 2012
• news updates from 2011
• news updates from 2010
• news updates from 2009
• news updates from 2008
• news updates from 2007
• news updates from 2006
• news updates from 2005
• news updates from 2004
• news updates from 2003
• news updates from 2002
• news updates from 2001, 2000, 1999, 1998
• events - includes roadshows, exhibitions, seminars and speeches
• events for consumer advisers
• events for businesses
• our work in the community
• news by email

photo library

photographs of chief ombudsman, chairman and principal ombudsmen, plus general image bank

• using our logo

publications

all our publications, plus details of how to order supplies

• our consumer leaflet
• consumer factsheets on ...
  • how we deal with your case
  • mortgage endowment complaints
  • medical "non-disclosure" in insurance
  • Equitable Life
  • "splits" complaints
  • payment protection insurance
  • putting things right - our service standards and what to do if you're not happy with our service
  • what a "final decision" by an ombudsman means
• ombudsman news
  • latest and recent issues
  • previous issues
• technical resource for businesses and advice workers
• mortgage related:
  • mortgage endowments – complaints about pre-"A Day" sales
  • mortgage endowments – complaints about post-"A Day" sales
  • mortgage endowment complaints – assessment guide for firms (including mortgage endowment questionnaire)
  • mortgage endowment never taken out
  • mortgage endowment not continued
  • mortgage endowment redress in more complicated cases
  • redress for mortgage underfunding
• other:
  • online PPI resource
  • online consumer credit resource
  • motor insurance: vehicle valuation
  • telling consumers about the Financial Ombudsman Service
  • compensation for distress, inconvenience or other non-financial loss
  • assumptions for redress in pensions mis-sale cases that fall outside the Pensions Review
  • complaints that the interest rate on a savings account is too low
  • is compensation taxable?
• annual reviews
  • latest issue – 2012/2013
  • previous issues – 2011/2012, 2010/2011, 2009/2010, 2008/2009, 2007/2008, 2006/2007, 2005/2006, 2004/2005, 2003/2004, 2002/2003, 2001/2002, 2000/2001, 1999/2000
• complaints data
• corporate plans & budgets
  • latest issue – 2013/2014
  • previous issues – 2012/2013, 2011/2012, 2010/2011, 2009/2010, 2008/2009, 2007/2008, 2006/2007, 2005/2006, 2004/2005, 2003/2004, 2002/2003, 2001/2002
• guides for businesses
  • smaller businesses and the Financial Ombudsman Service [PDF, opens in new window]
  • a guide for larger businesses - working together with the ombudsman [PDF version, opens in new window]
• our series of factsheets on a range of technical issues:
  • a quick guide to ... helping you resolve complaints [PDF version opens in new window]
  • a quick guide to ... how we handle disputes between businesses and their customers [PDF version opens in new window]
  • a quick guide to ... funding and case fees [PDF version opens in new window]
  • a quick guide to ... our role in settling consumer-credit disputes [PDF version opens in new window]
  • a quick guide to ... our jurisdiction: where investment firms are no longer authorised [PDF version opens in new window]
  • a quick guide to .... hearings [PDF version opens in new window]
  • a quick guide to ... calculating redress for mis-sold mortgage endowments [PDF version opens in new window]
  • a quick guide to ... calculating redress in investment complaints [PDF version opens in new window]
  • a quick guide to ... complaints about our service [PDF version opens in new window]
• ordering supplies of our consumer leaflet
• policy statements

• listen to this website being read aloud
• download Browsealoud
• sign up for news by email
• help with this site
• downloading PDFs

© Financial Ombudsman Service Limited | last updated 29/05/2013

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