skip tocontent

making a request under the Freedom of Information Act

The Freedom of Information Act gives you the right to be told whether the Financial Ombudsman Service holds specific information - and if we do, to be given a copy (unless an exemption applies).

what should I do before I make a request?

Before you make a request, please look on our website to see if the information is already available. If your request is for information about a specific case you have with us, it may help to speak to the person who is handling your case - to see if they can give you what you're looking for.

If you're unsure whether we hold the information you want, it may save you time to contact us first - to check whether it's something we can provide you with.

what can I ask for?

You can ask for any information we might hold. To help us locate and provide you with the information you are looking for, please be as specific as possible. If it's likely to cost us more than £450 to locate and provide you with the information you've asked for, we may not be able to process your request.

Your request can be in the form of a question, rather than a request for specific documents. But we don't have to answer your question, if this would mean creating new information - or giving an opinion or judgement which is not already recorded.

You can request information about other individuals under the Freedom of Information Act. But we may not be able to provide this information to you, if it would unfairly reveal personal information about someone else.

who should I contact to make a request under the Freedom of Information Act?

If you would like to make a request under the Freedom of Information Act, please email our information rights officer - or write to us at this address:

information rights officer
knowledge and information management team
Financial Ombudsman Service
183 Marsh Wall
London E14 9SR

Your request will need to be in writing - by email, fax or letter - clearly setting out the information you're looking for. You will also need to include your real name - and an address to which we can respond (for example, an email or postal address).

how will you respond to my request?

If we need further information to respond to your request, we will contact you directly.

Once we have all of the information we need from you, we will reply to your request within 20 working days. If we can't provide you with a copy of the information - or if we need further time to consider your request - we will explain why.

what if I'm unhappy with your response?

If you're not satisfied with our response, please contact our information rights officer within two months from the date of our response - explaining why you're not happy and asking us to carry out a review. You can contact our information rights officer by email or by writing to this address:

information rights officer
knowledge and information management team
Financial Ombudsman Service
183 Marsh Wall
London E14 9SR

We will aim to respond within 20 working days to your request for a review.

If you remain unhappy after we have carried out our review, you can contact the Information Commissioner's Office:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF

phone: 0303 123 1113
email: casework@ico.gsi.gov.uk