This section answers a number of frequently-asked questions (FAQs) about:
why don't consumers have to pay to bring a complaint to the ombudsman?
All ombudsman schemes in the UK provide their services free to consumers. This is fundamental to the ombudsman concept - providing a free, open and accessible public service available to everyone.
When the Financial Ombudsman Service was set up - and again when its remit was extended to cover consumer-credit disputes - it was agreed in parliament that free consumer access to the ombudsman was essential, to underpin public confidence in financial services.