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information for businesses covered by the ombudsman service

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

our funding

how we are funded

how is the ombudsman service paid for?

calculating the levy

who decides how much levy an FCA-regulated firm must pay

when the case fee is payable

at what stage do I have to pay the case fee?

free case fees

is it true that some cases are free?

paying if no complaints

why should my business pay anything if no complaints are made about us?

why consumers don't pay

why don't consumers have to pay to bring a complaint to the ombudsman?

paying if a consumer loses

why should I pay a case fee if a consumer complains about me to the ombudsman – and loses?

charging the consumer if they lose

if the ombudsman service doesn't uphold a complaint, can my business charge the consumer for the costs incurred in defending the case?