The power to settle financial complaints.
The power to settle financial complaints.
Our many stakeholders – ranging from consumers deciding whether to pursue complaints, to trade associations carrying out policy research – look to the Financial Ombudsman Service to provide the information they need. And we aim to be as open and helpful as we can in making information freely available.
We are not at present subject to the Freedom of Information Act. But the Justice Minister announced in March 2010 that the Act would be extended to cover us (probably with effect from October 2011) – which is something we welcome.
In the meantime, we already publish extensive information about what we do and how we operate – all available on this website. And we commit considerable resource to dialogue and liaison with those who use – or have an interest in – our service.
The facts and figures we are most frequently asked about are listed below – organised into seven categories of information (based on the Information Commissioner’s model publication scheme for "non-departmental public bodies").
We can provide information free of charge about our service in different formats and languages.
And we can adapt the way we communicate with you – depending on your needs. For example, we can use Braille, large print or CD/audiotape and we can make and receive calls using Text Relay (formerly known as TypeTalk).
Please let us know what your particular needs are, and we will do our best to help. You can contact us about accessibility by email or phone us on 020 7964 0766.
The Financial Ombudsman Service is covered by the Data Protection Act 1998. This legislation places legal obligations on us when we process personal information about individuals.
We know that the personal and financial circumstances of people who refer complaints to us can be very sensitive, and we handle people's details with care and discretion. We respect the privacy of people who use our service, and we keep personal information about complaints secure and confidential. Where we need to exchange information about complaints with other relevant organisations, we do so with strict regard for the law.
The Data Protection Act allows people to make an application to access the personal information about them that we process as part of our work. Applications for personal information under the Data Protection Act are called "subject access requests" and are dealt with at the Financial Ombudsman Service by our legal team.
The Information Commissioner's Office has produced guidance on data protection and freedom of information issues – including the scope of information available to someone making a "subject access request".