Process and Procedure before the Financial Services Ombudsman


Author: Claire McGrade and Sara Carpendale

In 2014, 4,477 new complaints were received by the Financial Services Ombudsman (FSO). These complaints related to banks, insurers and investment institutions. If you or your organisation provide financial services then you may be subject to an FSO complaint. You should therefore familiarise yourself with the powers of the FSO, the process followed in relation to complaints, and the appeal options in the event of an adverse finding.

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