All FAQs

You can talk to us. As well as resolving disputes, we carry out a lot of complaints-prevention work with businesses.

Drawing on our experience of resolving tens of thousands of financial services complaints, we can give businesses practical help to resolve complaints themselves at an early stage - before they turn into full-blown disputes.

Businesses covered by the ombudsman can contact our technical desk for information on a wide range of issues. Don't wait until a consumer has made an official complaint, before you get in touch with us.

By contacting our technical desk to talk through what looks like becoming a tricky situation, you may be able to sort out the problem informally at an early stage - saving time, money and effort all round.

But if you have a question about a specific case that has already been allocated to one of our investigators to look into, you should get in touch with that investigator.

Please bear in mind that an informal steer from the technical desk is based only on one side of the story - so it is not binding if the complaint is later referred formally to the ombudsman service.