The Golden Rule when Complaining to the Financial Ombudsman Service.

Описание: Before agreeing with a Financial Ombudsman investigator, or accepting an ombudsman’s final decision, there is one crucial question every consumer and small business should ask:

“Have you relied on any evidence or information that has not been disclosed to me?”

Most people using the Financial Ombudsman Service will never read the FCA Handbook. They may reasonably assume they have been shown all the evidence that influenced the outcome of their complaint.

That assumption may not always be safe.

Under DISP 3.5.9 of the FCA Handbook, the Ombudsman may accept information in confidence. Where evidence has not been disclosed in full, consumers should ask:

• What information has been withheld?
• Why has it been withheld?
• Has an edited version, summary or description been provided?
• Did the undisclosed material influence the investigator’s view or final decision?
• Will the consumer be given a reasonable opportunity to respond?

This is particularly important before accepting a final ombudsman decision, because an accepted determination becomes final and binding and may affect the consumer’s ability to pursue the same dispute through the courts.

The golden rule: do not accept the answer until you know what evidence was used.

If you are struggling with a Financial Ombudsman complaint, believe important evidence has been ignored or withheld, or need help understanding your options, contact Meridian Legal Services.

Website: https://www.meridianlegalservices.co.uk

This video provides general information and is not a substitute for legal advice relating to your individual circumstances.

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