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What the FSS Ombudsman can Investigate

Examples of the sorts of complaints the Ombudsman can look into:

• Outcomes of external reviews into FSS performance following criticisms by judges, customers, government ministers or departments.
• Non-compliance with the Responsible Business Principles of the FSS as laid down in Company documents.

And more specifically, further examples are:

• Failure to provide a service
• Delay that could have been avoided
• Faulty procedures, or failing to follow correct procedures
• Not telling you about any rights of appeal open to you
• Unfairness, bias or prejudice
• Giving advice which is misleading or inadequate
• Refusing to answer reasonable questions
• Rudeness and not apologising for mistakes
• Mistakes in handling your claims
• Not putting things right when something has gone wrong
• Poor planning decisions
• Poor investment decisions
• Poor IPR strategy
• Unfair dealing/trading
• Poor quality from the customer viewpoint
• Poor communication
• Unfairness in the treatment of FSS staff

Before  making your complaint you should know that there are some things that the Ombudsman can't look at, for example:

• Complaints where the FSS complaint processes have not been exhausted in a reasonable time
• Any area where the law or other organisations rules would prevent the Ombudsman from handling a complaint.

If you are not sure whether or not your quiery can be handled by the Ombudsman, then please call on 0207 160 4559.