Freedom of information

On this page you’ll find out how to make a freedom of information request to the Financial Ombudsman Service – including what you can request and how long it will take.

The Freedom of Information Act 2000 gives you the right to access recorded information held by public bodies. Anyone can make a freedom of information (FOI) request, including organisations.

You don’t have to be a UK citizen or live in the UK. And we won’t charge you for making a request under the Freedom of Information Act.

However, before making a FOI request, you may find that what you're looking for is already available on our website. To see more about the information we publish –and where to find it on this site – see our publication scheme. If you still can't find what want, make a freedom of information request.

Making a freedom of information request

What you can ask for

General information we may have on our records
unless it is subject to an exemption, as noted on the ICO website.
Specific documents
that are not publicly available on our website.
Information about other people
as long as it doesn't include personal information.

What you can't ask for

Information about your case
such as copies of documents or call recordings. Please talk to your case handler.
Any personal data we hold about you
for example, in correspondence or call recordings. Use a subject access request.
Details of how we use and store your personal data
Use a subject access request instead.

You can ask us for any information you think we may have on our records, but you may not need to use an freedom of information request.

In most cases, we’ll tell you if we have the information and give you a copy if we do – as long as we're allowed to. For example, some personal data is exempt. So, if you’re asking for information about other people – such as an employee’s qualifications or salary – we may not be able to provide it.

You can't request information about yourself under the Freedom of Information Act 2000. These requests are covered by data protection laws. You may need to make a subject access request instead.

How to make an FOI request

The best way to make a freedom of information request is in writing. You can contact us by email or by post.

If you need information in a different format – such as an audio recording, large print or braille – please email us or call our helpline on 0800 023 4567. We’ll do our best to meet your needs.

See our reasonable adjustments policy
You’ll need to include your full name and an email or postal address so we can respond.

Set out clearly the exact information you’re looking for. This will help us find what you want more quickly and we won’t have to come back to you for more details.

For example, if you're asking for our internal guidance and procedures on a subject that is too broad – like insurance – tell us the type of insurance product you’re interested in.

See how to write an FOI request on the ICO website
We’ll get back to you as soon as we can, or within 20 working days of receiving your freedom of information request. If we need more time, we’ll let you know and tell you why.

We'll confirm whether we have the information you’ve asked for and – if we do – we'll give you a copy of it.

Sometimes, we’ll need more information before we can start dealing with your request. If so, we’ll let you know.

See what to expect after making a request on the ICO website
We may not be able to give you the information you request if:
- we don’t hold the information and by answering your question we’d have to create new information – for example, this might be data on complaints about financial products or services not included in our case categorisation
- it’s likely to cost us more than £450 or involve over 18 hours work to find and provide the information
- it is exempt from the Freedom of Information Act 2000, for example because it would reveal someone’s personal data
- the information is already available on our website or soon will be
- the information was provided in confidence.
If you’re not satisfied with our response, contact our Information Rights team as soon as possible – and within two months from the date of our response.

We’ll reply as soon as we can, or within 20 working days. If we need more time, we’ll explain why.

If you’re still unhappy after we’ve reviewed our response, you can contact the Information Commissioner’s Office.