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frequently-asked questions

does the ombudsman fine businesses?

No. Our job is to sort out individual complaints between consumers and businesses providing financial services - where the consumer thinks they've lost out.

We don't write the rules for businesses - and we don't monitor (or regulate) businesses to make sure they follow the rules outside the complaints we look into. That's the responsibility of the regulator, the Financial Conduct Authority (FCA).

But we do pass on information to the FCA about what we're seeing - and they can decide whether to take further action if something's gone wrong on a wider scale.