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our aims and values

The Financial Ombudsman Service was set up by law as an independent public body. Our job is to resolve individual disputes between consumers and businesses – fairly, reasonably, quickly and informally.

What matters to us most at the ombudsman is fairness. Where things aren’t fair, we can use our power to put them right.

Fairness isn’t just about making sure our answers and decisions are technically right. It’s also about wanting to make what we do feel right. And we do this by listening – thinking – and explaining.

Fairness is at the heart of our long-held values:

  • we do the right thing;
  • we treat our customers well and respect their needs;
  • we do what we say we'll do; and
  • we're inquisitive and build everyone's knowledge.