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information for businesses covered by the ombudsman service

This section answers a number of frequently-asked questions (FAQs) about:

before we get involved

first-time complaint

we've received a complaint for the first time. What do we need to do?

complaints-handling rules

where are the complaints-handling rules published?

telling consumers about us

what do we need to tell consumers about the ombudsman service?

your questions about the ombudsman

who can I talk to if I have a question about the ombudsman service?

"paying off" consumers

what's the ombudsman's view on "paying off" consumers to stop them coming to the ombudsman?

time limits

there are time limits for consumers making a complaint - when is a complaint "out of time"?

consumer leaflet

how can I get supplies of the leaflet that the rules say we must send to consumers who complain?

no longer in business

I used to be an independent financial adviser (IFA) but I'm no longer in business. What are my complaints-handling obligations?