Help from the Ombudsman

Some members will be authorised by the Financial Services Authority in their own right and so subject to the compulsory jurisdiction of the Financial Ombudsman Service – which is to say that the ombudsman will be able to consider complaints referred to him by your clients about your claims presentation activities (and any other activities covered by his remit) where you are unable to resolve the dispute yourself within the time permitted.

Having to deal with any complaint – still more one that goes all the way to the ombudsman – can be difficult, time consuming and stressful. Which is all the more reason to be sure that you know what is required of you both by the regulator and the ombudsman, and are able to respond in the most effective and efficient manner possible.

The ombudsman service encourages and supports good complaint handling by businesses and makes a great deal of helpful information available via its website, www.financial-ombudsman.org.uk

See in particular its guides for businesses covered by the service at http://www.financial-ombudsman.org.uk/publications/guides_for_firms.htm

Also, a wide range of frequently asked questions (FAQs) at http://www.financial-ombudsman.org.uk/faq/index.htm

Additionally you can contact the ombudsman’s Technical Advice Desk helpline service on 020 7964 1400 for informal advice and assistance – see at http://www.financial-ombudsman.org.uk/contact/tech-advice.htm

And don’t forget that since the ombudsman service can also consider complaints from most businesses with an annual turnover of less than £1m you – or rather your business – may be able to use the service as a complainant if you have a problem with a financial service business such as a bank or insurance company. See http://www.financial-ombudsman.org.uk/consumer/complaints.htm