This section answers a number of frequently-asked questions (FAQs) about:
we've received a complaint for the first time. What do we need to do?
where are the complaints-handling rules published?
what do we need to tell consumers about the ombudsman service?
who can I talk to if I have a question about the ombudsman service?
what's the ombudsman's view on "paying off" consumers to stop them coming to the ombudsman?
there are time limits for consumers making a complaint - when is a complaint "out of time"?
how can I get supplies of the leaflet that the rules say we must send to consumers who complain?
I used to be an independent financial adviser (IFA) but I'm no longer in business. What are my complaints-handling obligations?