Financial Ombudsman Service

What happens if things go wrong?

We always aim to provide the highest possible levels of service and advice but even so, we appreciate that there may be occasions when clients are unhappy and wish to make a complaint. In these cases it is always best to approach us first as we likely to be in the best position to address issues quickly and smoothly. If, however, you are not happy with our response to your complaint or we have not responded within eight weeks of you making a complaint, you can take your complaint to Financial Ombudsman Service (FOS).

What is the Financial Ombudsman Service?

FOS was set up by law as an independent public body. Its job is to provide a speedy and cost effective way to resolve disputes between financial companies and their customers without having to go to court.

Most individuals and small business will be eligible to use the service.

About the Service

•    The service was set up by Parliament to sort out individual complaints that consumers and financial businesses aren’t able to resolve themselves

•    The service is free to consumers and certain small businesses

•    Depending how complicated a case is, complaints can be sorted out in a few months. But some cases – for example, complaints about mis-sold payment protection insurance (PPI) – can take much longer

•    It does not write the rules for financial businesses – or fine them if rules are broken. That’s the regulator’s job.

How they can help

FOS will listen to both sides of the story, and will give advice or make decisions based on the facts that they see.

And their word is law. If you choose to accept the Ombudsman’s decision then it’s legally binding on both you and the business. However you don’t need to accept it, you’re still free to pursue the matter further through the courts should you wish.

Next steps

If you’ve a grievance with a business and they don’t respond within eight weeks – or you’re unhappy with what they say – get in touch with the Ombudsman.

You can ring on 0300 123 9 123 or 0800 023 4567 from 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.

You can also email at complaint.info@financial-ombudsman.org.uk

And if you’d like more information on the Ombudsman, what they do and how they can help, then you can also visit their website.

Testimonials

John Helfgott is the consummate professional in delivering results. With excellent financial expertise and customer insight he ensures that the client gets the quality of service and product offering that the competitive market place requires. I highly recommend him.

Warren Hampton
General Manager, Networks Division at Samsung Electronics

My experience of Highwood is that they are run by people who put the interests of their clients first and are prepared to invest their own money into the same schemes that they are recommending to their clients. Honesty and integrity is the foremost asset that any financial advisor should have and Highwood are willing to dissuade a client from an investment if it is not in the clients best interests. If you want a personalised service, second to none, look no further than Highwood Financial Services.

Mr Peter Ferstendik