This section answers a number of frequently-asked questions (FAQs) about:
how is the ombudsman service paid for?
who decides how much levy an FCA-regulated firm must pay
at what stage do I have to pay the case fee?
is it true that some cases are free?
why should my business pay anything if no complaints are made about us?
why don't consumers have to pay to bring a complaint to the ombudsman?
why should I pay a case fee if a consumer complains about me to the ombudsman – and loses?
if the ombudsman service doesn't uphold a complaint, can my business charge the consumer for the costs incurred in defending the case?