our equality and diversity policy
As a service provider, a statutory body and an employer, the Financial Ombudsman Service is fully committed to ensuring fair and equal treatment of customers and potential customers, as well as employees and job applicants.
the provision of our services
We aim to meet the needs of the our customers, within the framework of our defined role and purpose, by:
- creating a work culture which values diversity, inclusiveness and respect, and empowers our employees to reflect those values in their dealings with the people who use our service and all other stakeholders;
- promoting equal access to the Financial Ombudsman Service for all users and potential users;
- providing clear, meaningful information about what we do and how we do it to our customers, potential customers and other stakeholders, in ways that best suit their needs;
- ensuring that we provide an accessible service to all of our customers, and that our processes allow us to provide that service;
- identifying as early as possible any individual requirements that may need to be met in order for a customer to fully access our service;
- explaining clearly what we are able to do to meet the individual needs of our customers; and
- being responsive to changing needs and requirements.
equal opportunities
As an equal opportunities employer, we recognise that diversity is a positive attribute and we understand and welcome the differences that a diverse culture brings. We are fully committed to treating people equally – irrespective, for example, of gender, age, disability, ethnic or national origins, sexual orientation, religion or belief, or marital/partnership status.
we value openness, accessibility, fairness and transparency
We will avoid unlawful discrimination in all areas of employment, including recruitment, promotion, training, discipline, redundancy and pay and benefits.
Employees who become disabled will be given every reasonable and practicable consideration and opportunity to help them remain in employment.
training
We will provide equal-opportunities training to managers and those likely to be involved in recruitment or other decision-making activities, where these types of issues are likely to arise. We will also provide training to all employees to help them:
- understand diversity issues that may arise during the course of their employment;
- understand their rights and responsibilities in law; and
- create a working environment free from discrimination and harassment.
our employees' responsibilities
We expect every employee to help us meet our commitment to creating a positive, diverse culture by upholding this policy.
Any employee who becomes aware of discrimination against a customer or another employee has a duty to tell their line manager, department head or HR. They then have a responsibility to investigate and recommend appropriate action.
We will not tolerate discriminatory language or behaviour towards our customers or employees. Acts of discrimination, harassment, bullying or victimisation are disciplinary offences which we will deal with under our disciplinary procedure.
Special responsibility for applying this policy falls on those employees involved in the recruitment, selection, promotion and training of employees. These special responsibilities may give rise to training needs which we will provide for in our training and development plans.
Any employee (or potential employee) who believes they have been harassed or discriminated against has a duty to inform their line manager – or if that is inappropriate, their department head or HR. They will then investigate and recommend appropriate action.
The HR director carries the overall responsibility for the application of the equal opportunities and diversity policy, and will be able to deal with any concerns.