Question 1

Does the Financial Ombudsman charge me anything?

Accepted Answer

No. The Financial Ombudsman Service is free to the consumer. Our own fee is separate, one-off, and only paid if you decide to continue: £99 for the Ombudsman Pack.

Question 2

Does the bank have to do what the Ombudsman says?

Accepted Answer

If the Ombudsman decides in your favour and you accept the decision, it is binding on the bank. That is the part most people are never told when their complaint is refused.

Question 3

How long do I have?

Accepted Answer

Two limits, running from two different dates: 13 months from the payment under the PSR Mandatory Reimbursement Scheme, and 6 months from the date of the bank’s final response under DISP. If either date is close, do the free check today rather than next week.

Question 4

My final response letter came weeks ago. Is it too late?

Accepted Answer

Not necessarily. The window for going to the Ombudsman is 6 months from that letter, so the letter you’ve been sitting with is the document that tells us where you stand. Bring the date to the free check.

Question 5

Will you tell me whether I will get my money back?

Accepted Answer

No, and be wary of anyone who does. We’ll tell you whether you can still take the complaint further, what the bank actually said, and how to answer it. The decision belongs to the bank first and the Ombudsman second, never to us.

Question 6

Do you take a share of anything recovered?

Accepted Answer

Never. We are not a Claims Management Company. One flat £99, and 100% of anything recovered is yours.