This section answers a number of frequently-asked questions (FAQs) about:
how are ombudsman service decisions affected by the FSA's "treating customers fairly" programme?
The ombudsman service decides, in the circumstances of a particular complaint, whether an individual consumer has been treated fairly – taking into account the law, relevant rules and good industry practice.
The FSA's "treating customers fairly" programme encourages the senior management of an FSA-regulated firm to create systems that support fair treatment of all customers. But it does not impose any new rules.
So "treating customers fairly" should improve the way businesses treat their customers. But it does not affect how we decide individual complaints.