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Some things to note regarding the FOS

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The FOS cannot investigate a complaint until the firm has had an opportunity to put things right. The procedure is explained fully on their website http://www.financial-ombudsman.org.uk/


If you have carried out legal proceedings over the same issues you wish to refer to them and a ruling has been made in court they would not be able to consider a complaint about the same issues. As long as the same issues have not been addressed in court and a ruling has not been made on them they would be able to consider the complaint. If a court case is ongoing they would only be able to consider a complaint which relates to the same issues if the case has been put on hold.


You can request interest if you would like this as part of a settlement to your complaint and an adjudicator would consider whether or not this would be awarded if an investigation is carried out by our service. If an offer has been made in full and final settlement and it is accepted the FOS would not be able to consider the complaint. If it is accepted but is not on this basis they may be able to consider the complaint.


If you wish to pursue a complaint, unless you have already done so, you should therefore complain to the firm and inform it of your contact with this office. You can do this in two ways.


(a) You can contact the firm yourself, when you should ask that your complaint be put through the firm’s internal complaints procedure and resolved or a final decision letter issued. The firm is expected to complete this procedure within 8 weeks of the date the complaint was first lodged.


(b) The FOS can send details of your complaint to the firm, on your behalf, if you submit a complaint form to us. (Alternatively, you can provide the FOS with the necessary details by speaking to a member of their staff, on the telephone number shown below).


If you want information (or the form) by post, you will need to confirm your postal address.


I should add that they need a form endorsed with your original signature when a final decision letter is submitted to this office, or if you wish to report that the firm’s time limit has been exceeded.


Please note our postal address and enquiries telephone number:


The Financial Ombudsman Service


South Quay Plaza


183 Marsh Wall




E14 9SR


Tel 0845 080 1800


Tel 0207 9641008

Fax 0207 9641009




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