Consumer credit—ombudsman and guidance

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This Overview provides a guide to the Lexis+® UK Financial Services content within the Consumer credit—ombudsman and guidance subtopic, with links to appropriate materials. For information on other aspects of the consumer credit regime, see: Consumer credit regime—overview, Consumer credit advertising—overview, Debt management and advice—overview, and Consumer credit agreements—overview.

The Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is an independent dispute resolution scheme that exists to assist consumers in resolving complaints between financial services firms and their customers (including in relation to consumer credit). For information on the powers and scope of the FOS and how it handles complaints against firms, see Practice Note: Financial Ombudsman Service—essentials.

For information on the remedies that may be awarded by the FOS when it upholds a complaint against a financial services firm, see Practice Note: Financial Ombudsman Service—remedies.

Who can make a complaint to the FOS?

In order to refer a complaint to the FOS, a person must be an 'eligible complainant'. This applies irrespective of the jurisdiction under which the complaint is brought. For information on eligibility, see Practice Note:

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