Financial Ombudsman Service

The complainant has requested information setting out the procedures followed by the Financial Ombudsman Service (the FOS) when handling financial complaints together with any information relating to the change in the language used in a leaflet.  The FOS’s initial response was to provide a limited amount of information in respect of information on its complaint handling procedures and to advise the complainant that it did not hold any information about the changes to the leaflet. During the Commissioner’s investigation the FOS disclosed additional information regarding its complaints procedures. However it maintained its position that it did not hold any information on the change of language in the leaflet. In respect of the request for information on its complaint handling process the Commissioner’s decision is that the FOS has now complied with the request. In respect of the request for information on the change of language used in a leaflet the Commissioner’s decision is that the FOS does not hold this information. However the FOS failed to inform the complainant that no information was held in respect of the leaflet within 20 working days. Nor did it provide the information it did hold on its complaint handling process within 20 working days. This is a breach of section 10. The Commissioner does not require the public authority to take any further action in this matter.