Financial Ombudsman - how can I appeal decision / elevate the complaint? 5 February at 3:23PM in Reclaim bank & credit card charges 13 replies 657 views

StingySD

Dear Forum

I am not satisfied that FO have adequately reviewed my complaint

What is FO email address for elevating the complaint & insisting on a new reviewer? 

My network agree that my position is strong - and warrants an appeal.

Surely an independent reviewer within FO can be requested? 

SSD

martinbainbridge1975

your case will have been reviewed by an adjudicator, there is the right to elevate above them to an actual ombudsman who can review the case and make a legally binding decision

dunstonh

Surely an independent reviewer within FO can be requested? 

First level adjudications are handled by an adjudicator.  If you disagree with an adjudicator then you can ask for an ombudsman to review the case.  Both the adjudicator and the ombudsman are independent.  That is the whole point of the FOS.   i.e. an independent arbiter for complaints.

My network agree that my position is strong - and warrants an appeal.

What do you mean by network?

StingySD

network - basically close friends, colleagues...

my problem is the Ombudsman has not commented on the key part of my complaint - hence a fresh pair of eyes required

molerat

StingySD said:

network - basically close friends, colleagues...

my problem is the Ombudsman has not commented on the key part of my complaint - hence a fresh pair of eyes required

The decision letter will tell you what options you have next.

StingySD

thanks molerat

but the FO letter is trying to conclude the matter and in my opinion it cannot be concluded at this point 

(hence my post here)

molerat

Have you already elevated your complaint from a case handler to an ombudsman ?  Surely the letter states something like "if you do not accept this decision" with what to do next.

https://www.financial-ombudsman.org.uk/consumers/expect

DullGreyGuy

StingySD said:

thanks molerat

but the FO letter is trying to conclude the matter and in my opinion it cannot be concluded at this point 

(hence my post here)

Normally you'd be emailed the response from the adjudicator/investigator. The PDF letter accessed via their secure messaging system will say if you dont agree with their decision you should respond to them to advise on what ground and any additional information you which to submit.

This then goes into the queue for an ombudsman, technically you or the financial services company can reject the decision. Once an ombudsman reviews your case they will send you their decision. Technically you get to accept/reject that one too but it makes no difference. The FS company has no option, they have to abide by an ombudsman's decision. 

Any decision made by an ombudsman is published on their website. The FS company will be named in full but everyone else gets reduced to an initial so if Mr Smith complained that Barclaycard declined a claim because PayPal was used it would be listed as Mr S -v- Barclaycard and the payment involved an aggregator called P.

If you dont accept an ombudsman's decision then the process has been exhausted and your only remaining option is court though generally speaking the ombudsman is more customer leaning than the courts and so few cases end up with better results.

StingySD

What if the FO has not been competent - and repeatedly ignored key aspects of my complaint? Surely a second hearing is possible?

Casskale

StingySD said:

What if the FO has not been competent - and repeatedly ignored key aspects of my complaint? Surely a second hearing is possible?

No, it isn't a court room.

You can complain about the service, but that won't overturn the decision.

If you're not happy with the decision and it's been looked at by an ombudsman the next step is to take the company to court.

Be warned though that the courts do not take a consumer friendly view, they're only interested in the law.

MalMonroe

Hi, here's how to raise a complaint about the Financial Ombudsman's Service -

https://www.financial-ombudsman.org.uk/who-we-are/service-standards/service-complaints

It will go to an Independent Assessor who will then tell you what, if anything, you can do.