Regulators

UK Financial Ombudsman Service (FOS)

The Financial Ombuds Service, FOS, was established by the UK Parliament

Organization Profile

Type of organization: government agency
Institutional History: UK FOS was established in 2001 and is headquartered in London, UK.
Institution introduction: The Financial Ombuds Service (FOS) was founded by the British Parliament and is the UK's official professional body for resolving disputes between financial entities and their clients.
When financial entities and individuals encounter unresolved complaints, FOS can intervene in the investigation for you and provide free and fair opinions. If you are unfairly treated, FOS can use legal means to help you defend your rights.
FOS resolves complaints about financial activities: banking, insurance, PPI, loans, mortgages, pensions and investment activities or services.
In 2015, more than 2 million people contacted FOS. FOS handles disputes over the following financial products or services: bank accounts, credit, debit and shopping cards, repayment insurance coverage, other insurance (auto, travel, home), loans including payday loans, other credit (automotive Finance), mortgage, repayment issues and debt collection, transfer online payment, wealth management, savings, investment, pension, etc.
Contact
Tel: +44 20 7964 0500 (UK time: Mon-Fri 8:00-18:00, Sat 9:00-13:00)
Fax: +44 20 7964 1000
Email: [email protected]
Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Complaint Process

When you have a dispute with a dealer, you can file a complaint in 3 steps:
Step 1: Contact the Forex Dealer directly
When you have a complaint, the best way is to contact the Forex dealer directly to help resolve it. Complaints are usually submitted in writing for both parties to file. When a trader receives a complaint, the trader will notify you in writing that they have received a complaint.
Step 2: If you are not satisfied with the processing result of the foreign exchange dealer, you can file a complaint with the British FOS
If you are not satisfied with the dealer's response, the dealer rejects your complaint or you do not receive a reply from the dealer within 8 weeks, you can contact the UK FOS for a free complaint.
You have 2 ways to make a complaint by contacting FOS:
(1) Submit a complaint to FOS online;
Online complaint address: https://help.financial-ombudsman.org.uk/help
Online Complaint Form Translation Reference Template (please click the image below to view the template):
(2) Submit a complaint to FOS by mail.
Email: [email protected]
Download address for complaint forms required for mail complaints: http://www.financial-ombudsman.org.uk/consumer/form/complaint_form.pdf
Complaint form translation reference template (please click the image below to view the template):
Step 3: File a complaint in court
If you are not satisfied with the FOS decision and do not intend to seek other complaints resolution, you can take a complaint to court. You can take action in the County Court or Superior Court of England, Wales and Northern Ireland. In Scotland, the Sheriff Court handles most small complaints.
Note:
You should file a complaint with FOS within 6 months of receiving your final response from your dealer, otherwise FOS may not process your complaint.

FAQs

1. Is there a deadline for complaints?
Answer: Yes. Within 3 years of finding out that you have valid reasons to lodge a complaint, or within 6 years of the complaint, you can seek help from the UK FOS to deal with the complaint. Once this event is exceeded, FOS may not be able to handle your complaint for you.
Also, if you have complained to a financial company before, you should lodge a complaint with the FOS within 6 months of receiving their response.
2. How long does it take to process a complaint?
A: There is no specific processing time. The length of time for FOS to process complaints depends on the complexity of the complaint: simple complaints will take less time to process; complex complaints require more information and evidence to be found, so it takes longer.
3. Is there a charge for complaints?
A: The British FOS is free to help handle complaints.
4. Can FOS handle complaints over £150,000?
A: If your complaint involves more than £150,000, the UK FOS recommends that you should take your complaint to court.
5. Can FOS impose fines or other penalties on financial companies?
Answer: No. The British FOS does not penalize financial companies, but only investigates complaints. However, the FOS reports the findings of the investigation to the FCA (UK Financial Conduct Authority), which has the power to impose penalties on UK financial firms.
6. Can FOS handle complaints from small businesses?
Answer: Yes. The UK FOS can help with complaints from small businesses: 1) with an annual turnover of less than 2 million euros; 2) with no more than 10 employees.
7. Is a complaint to the FOS the same as a court complaint, in which the complainant needs to appear or appear in court?
Answer: No. The UK FOS deals with matters by phone or mail/letter and does not formally require the complainant to appear in person or appear in court as is the case with the courts.
8. What information do I need to submit to make a complaint to FOS?
A: The complainant needs to submit the following information to the UK FOS:
(1) Personal data: such as: name, address, telephone, etc.;
(2) The content of the complaint and the result of the complaint you wish to obtain;
(3) Other important information: such as: your account number, etc.
9. What should I do if there is a dispute with a dealer or financial company?
Answer: The general process of complaint handling: directly contact the dealer or financial company to help solve it - if you are not satisfied, file a complaint with the British FOS - if it cannot be resolved, file a complaint with the court.
10. How does FOS investigate complaints?
A: When FOS receives your complaint, FOS will deal with it as follows:
(1) Inquire about the situation of the complainant, and also inquire about the situation of the dealer or financial company;
(2) Find the truth of things and measure things;
(3) Tell the complainant and the trader or financial company the idea of ​​FOS
If there is a misunderstanding in the complaint, FOS will explain to the complainant why. The complainant does not necessarily have to agree with the results stated by FOS, but must explain the reasons to FOS so that FOS can find a suitable solution to help solve the problem.

Related Links

UK FOS online complaint address: https://help.financial-ombudsman.org.uk/help
UK FOS Mail Complaint Form to Download: http://www.financial-ombudsman.org.uk/consumer/form/complaint_form.pdf
UK Financial Conduct Authority FCA: https://www.fca.org.uk/
UK Financial Services Compensation Scheme FSCS: https://www.fca.org.uk/
UK business registration information query address: https://beta.companieshouse.gov.uk/
UK FCA regulated entity inquiry address: https://register.fca.org.uk/

Contact information

Email: [email protected]
Tel: +44 20 7964 0500
Fax: +44 020 7964 1001
Mailing address: The Financial Ombudsman Service,Exchange Tower, Harbour Exchange, London, E14 9SR
Working hours (UK time):
Monday to Friday: 8:00-20:00, Saturday: 9:00-13:00

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