Jurisdiction(s):
United Kingdom

Related legal acts

Key definition

Financial Ombudsman Service definition

What does Financial Ombudsman Service mean? The Financial ombudsman Service (FOS) is the UK’s independent statutory alternative dispute resolution service for complaints by consumers and certain small organisations against FCA- and PRA-regulated financial services firms. It provides a free, informal forum to resolve banking, insurance, investment and pensions disputes without court proceedings. FOS operates the compulsory ombudsman scheme created by the financial services and markets act 2000, with scope, eligibility and procedure set mainly in the FCA Handbook (DISP) and supplemented by the Payment Services and Electronic Money Regulations and consumer credit legislation. Complaints are usually referred after a firm’s internal process has concluded, within...

UK Financial Ombudsman Service complainant eligibility: FCA DISP criteria, SMEs, charities, trusts and guarantors, required respondent relationships, exceptions and transitional provisions

Published by a LexisNexis Financial Services expert

Practice notes

What is an 'eligible Complainant'?

To take a complaint to the Financial Ombudsman Service (FOS), the individual must qualify as an 'eligible complainant'. This requirement applies whether the case falls within the FOS’ Compulsory Jurisdiction or its Voluntary Jurisdiction (see below and the Practice Notes: Financial Ombudsman Service—compulsory jurisdiction and Financial Ombudsman Service—voluntary jurisdiction). The FOS can only consider a complaint that is made by, or submitted on behalf of, an eligible complainant. Moreover, provided the complainant is eligible, someone authorised by them, or otherwise legally entitled, may bring the complaint in their stead, even if that person (the agent) would not themselves be an eligible complainant—for example, where the complainant opts to be represented by a claims management company (CMC) or by a relative. For an eligible complainant to permit another to act for them, they must sign the FOS complaint form and complete the section that asks for the third party’s details. If the complainant appoints a representative, the FOS will liaise directly with that representative rather than with the complainant. This arrangement means the FOS corresponds with the appointed representative and treats them as the point of contact for the complaint throughout the case...

To view the latest version of this document and thousands of others like it, sign-in with LexisNexis or register for a free trial.

Web page updated on 21/05/2026

Popular documents

Using the Judicial College Guidelines to assess general damages in personal injury claims

When evaluating a general damages claim, the practitioner ought initially to refer to the Judicial College Guidelines (JCG)...

Tomlin orders in England and Wales: CPR guidance on drafting, confidentiality, approval, variation, enforcement, limitation, CCA issues, court-specific requirements, sample wording and precedents

This Practice Note This Practice Note reviews mechanisms used in settling litigation. A Tomlin order consists of a consent order paired with a schedule. It operates to stay proceedings on terms that have been agreed. The provisions contained in the schedule may remain confidential. This Practice Note describes the scope of confidentiality attaching to the schedule and sets out how it differs from a standard consent order. Sample wording for a Tomlin order is included, alongside links to precedents, as well as guidance on court approval. It also addresses varying, setting aside and enforcing a Tomlin order, including the considerations the court will take into account when handling applications for each. Further guidance is provided on interpreting and applying the relevant provisions of the CPR; however, some courts and divisions impose very specific requirements for both drafting and approval, and for approaching the schedule and confidentiality issues. Accordingly, you must consider the particular rules and court guide provisions in the forum where your claim is proceeding when drawing up the Tomlin order...

Precedent: Deed of Surrender of Lease with Optional Premium, Settlement and Release, Landlord, Mortgagee and Guarantor Consents, Reimbursement and HM Land Registry Provisions (England and Wales)

Date [ date ] Parties [ name of Landlord ] [ of OR incorporated in England and Wales (company registration number [ number ]) with its registered office at ] [ address ] (Landlord) [ name of Tenant ] [ of OR incorporated in England and Wales (company registration number [ number ]) with its registered office at ] [ address ] (Tenant) [ [ name of Guarantor ] [ of OR incorporated in England and Wales (company registration number [ number ]) with its registered office at ] [ address ] (Guarantor) ] [ [ name of Mortgagee ] [ of OR incorporated in England and Wales (company registration number [ number ]) with its registered office at ] [ address ] (Mortgagee) ] Definitions Within this Deed, the terms below shall be interpreted as follows: [ Annual Rent • the annual sum reserved under the Lease; ] [ Insurance Rent • the Tenant’s share of the Landlord’s costs of insuring the Property (as set out in the Lease); ] Lease • the lease of the Property dated [ date ], entered into between (1) [ the Landlord OR [ name ...

Precedent Statutory Declaration: Standard Wording under the Statutory Declarations Act 1835

I, [ name ], of [ address ], solemnly and sincerely state that: [ Matters to be verified, set out in numbered paragraphs ] I make this solemn statement in good conscience, believing it to be true, and pursuant to the provisions of the Statutory Declarations Act 1835. DECLARED at [ details ] this [ day ] day of [ month and year ] Before me ................................................................................ [ signature of the person before whom the declaration is made ] A [ commissioner for oaths OR [ solicitor OR [ insert other qualification ] ] authorised to administer oaths ]...