Your case will be investigated to decide if the company has acted in a fair and reasonable way, or whether they need to do more to put things right.
Here’s how the process works:
- Your complaint and paperwork are reviewed by a case handler.
- A decision is made on whether your provider:
- needs to do more, with a recommendation of what to do
- has done enough – your complaint has been handled fairly.
- If you and the provider both agree, any recommendations are followed and the process ends.
- If either of you disagree, the case can be referred to an Ombudsman.
- A final decision is then made, either:
- what your provider needs to do to resolve things
- your provider has handled your complaint fairly.
If you accept the decision, your provider must do what the Ombudsman has said.
If the FOS sides with the company, this is usually where a claim ends – you could choose to go to court, but this is expensive and you might not win.