If you are not happy with the way a business has treated you or handled a particular issue you may be considering making a complaint about them. Before contacting FOS for their intervention they advise you to give the business a chance to put things right first.
Make a detailed complaint, in writing, to the business. You can ask them for a copy of their complaints procedure or the details may be on correspondence or online. They must give you a ‘final response’ to your complaint within eight weeks at the most, depending on what your complaint is about. You will either receive a deadlock ‘final response letter or they may advise you that they need longer to look into the complaint you have made.
If you are not satisfied with the final response or the business has said they need more time to look into the complaint and you are unhappy about this, you can escalate the matter to FOS. FOS will do the following:
FOS will review all the information you have told them
FOS will then check that the complaint is something that they can deal with
FOS will contact the business and obtain their side of the story
FOS will then look into the complaint
Your complaint will be investigated by one of their case handlers, who will try to understand what has happened and if the business has done anything wrong.
FOS will contact you with an answer to their findings. Your case handler will inform you of their outcome based on what they believe is fair and reasonable.
If either you or the business you are complaining about disagrees with the decision made by FOS, either you or the business can ask for a final decision from an ombudsman.