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Help us to help you

How we help

We resolve disputes between consumers and financial services providers:

  • in a cooperative, efficient, timely and fair manner
  • with minimum formality and technicality
  • as transparently as possible, taking into account our obligations for confidentiality and privacy.

This involves understanding all aspects of a dispute without taking sides, and making decisions based on the specific facts and circumstance of each dispute.

What we will do

We appreciate when you are trying to sort out a financial problem, this can cause frustration and give rise to strong views and emotions. We also appreciate that there may be other stresses in your life at the same time.

Our staff are trained to deal with these circumstances sympathetically, to work with you and understand you concerns, and quickly assess the problems involved in a professional and respectful manner.

It is important to remember our role is to impartially assess the merits of your dispute based on all the facts and circumstances involved, not to base our decisions on emotion. While part of our role is to understand your concerns, we may not always agree with your point of view or find in your favour.

We also have an obligation to provide our staff with a safe workplace. This means swearing, threatening or other abusive behaviour to FOS staff by either party to a dispute is unacceptable.

If this occurs, our staff will advise you that they are unable to continue with the current conversation or respond to any abusive emails, and refer the matter to their manager. If the behaviour continues, we may inform you that we are unable to continue to deal with your dispute.

How you can help

We need your cooperation to enable us to handle your dispute efficiently. You can help by replying to our requests for information as soon as you can. It is also important for us to be able to contact you, so please return our calls and let us know if your contact details change.

By working together co-operatively and respectfully we can more quickly and effectively understand your issues, get to the bottom of your dispute and give you our assessment.