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data protection

asking for information

We’re committed to being open and transparent, which is why we’re happy to share the information we’ve relied upon to reach our decision on your complaint informally and free of charge. If this is the information you’d like to see, then you’ll need to speak to the person who is handling your complaint - they will have given you their contact details so you can get in touch.

However, because of the volumes of complaints we see and in order to resolve these complaints as quickly as possible - we don’t share the full complaint file with either party to the complaint.

Under the current data protection laws you’re entitled to ask us for a copy of all the personal data we hold about you. This is known as a subject access request or a right of access. A subject access request doesn’t entitle you to be provided with specific documents or an entire file - but rather, it entitles you to be provided with your ‘personal data’ in a clear and permanent form as well as other supplementary information.

More information about subject access request is available on the Information Commissioner’s website.

who should I contact to make a subject access request?

If you’d like to make a subject access request please contact our stakeholder team at or write to us at:

information rights
Financial Ombudsman Service
PO Box 73208
E14 1QQ

To make sure we are sending the information to the correct individual, we may need to see proof of your identify and proof of your address.

When making a subject access request please specify what information you’re looking for to help us provide you with the relevant information.

how long will it take?

Once we’ve received your request, we’ll send you the information as soon as we can. But it can take up to one month (28 days) to process your request. We’ll write to you to confirm receipt and let you know when you can expect to hear from us.

is there a charge?

No, from 25th of May 2018 we won’t charge a fee to comply with a subject access request in the majority of cases. But, where the request is manifestly unfounded or excessive the ICO says we may charge a “reasonable fee” for the administrative costs of complying with the request. We are also allowed to charge a reasonable fee if an individual requests further copies of their data following a request.

can I see information you hold about others?

No - a subject access request allows you to see information we hold about you. We won’t provide you with information about anyone else under a subject access request. The names and contact details of others will usually be removed before we send the information to you. If we correspond with a business about your complaint - we’ll tell you the name of the business we’ve been corresponding with but not necessarily the name of the individual at the business.

what if I'm unhappy with your response?

If you're unhappy with our handling of your subject access request, please contact our information rights team as soon as possible. You can contact us by email at or write to us at:

information rights team
Financial Ombudsman Service
PO Box 73208
E14 1QQ

We’ll look into your concerns and will get back to you as soon we can, but within 20 working days. And if you’re still unhappy after that, you can contact the Information Commissioner's Office:

The Information Commissioner
Wycliffe House
Water Lane

phone: 01625 545 745
fax: 01625 524 510


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