frequently-asked questions
This section gives you quick and easy access to the answers to the questions we're asked most frequently.
We have organised the information into a number of main topics. Just click on the topic you're interested in from the list below.
complaining to the ombudsman
- making a complaint
- complaints we cover
- complaints we can’t help with
- information in different languages
- accessibility and diversity
- how long does it take?
- our independent role
- complaints from businesses, charities and trusts
- if a business goes bust
- complaints from people based outside the UK
- complaints about our service
our publications
- our range of publications
- large print and other formats
- ordering bulk supplies
- licence to print
- copyright
- use of our logo
using this site
information for advice workers
information for researchers
- complaints we deal with
- about the ombudsman service
- official documents
- funding
- freedom of information
information for businesses covered by the ombudsman service
before we get involved
- first-time complaint
- complaints-handling rules
- telling consumers about us
- your questions about the ombudsman
- "paying off" consumers
- time limits
- our consumer leaflet
- firms no longer in business
how we handle cases
- the rules
- process and procedures
- differences between us and the courts
- the time it takes
- confidentiality
- your customer relations
- industry insight
- false claims
- third party complaint-handlers
- complaints – not legal pleadings
- stakeholder products and basic advice
how we decide cases
- how the ombudsman service reaches decisions
- if you disagree with the adjudicator's view
- hearings
- our knowledge and experience
- complaint outcomes
- judging advice given in the past
- "fair and reasonable"
- consistency
- adjudications as one-off decisions
- "treating customers fairly"
- principles-based regulation
how we award redress
- basis of compensation
- distress and inconvenience
- fines and penalties
- interest rates on ombudsman awards
our rules & powers
- ombudsman powers
- the rules
- official documents underpinning the ombudsman service
- our senior staff
- our official status
- our relationship with the FSA and the OFT
- who we answer to
- our jurisdiction over former businesses
- final binding decisions
- appeals
- time-bars and the 15-year "long-stop"
handling payment protection insurance (PPI complaints)
handling consumer credit complaints
handling mortgage endowment complaints
our funding
- how we are funded
- calculating the levy
- when the case fee is payable
- free case fees
- paying if no complaints
- why consumers don't pay
- paying if a consumer loses
- charging the consumer if they lose
keeping in touch
- talking to businesses
- regular news updates
- statistics and feedback on complaints trends
- ombudsman approach
- guides to our process
- annual report, budget and corporate plan
- smaller businesses
support for businesses covered by the ombudsman
- complaints prevention
- training, conferences and roadshows
- discussing complaints informally
- news updates
- publications for businesses
- telling consumers about us
- our approach to cases