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When to go to the Financial Ombudsman
You can refer your complaint to the Financial Ombudsman Service if the institution has issued a final response that you disagree with, or if 8 weeks have passed since you submitted your complaint without receiving a final response.
The FOS is free to use and its decisions are binding on the institution. The ombudsman can order marker removal and award compensation for distress, inconvenience, and financial loss.
Guide section
What the FOS considers
- Whether the institution had sufficient evidence to file the marker
- Whether the filing was fair and reasonable in all the circumstances
- Whether the institution followed proper procedures
- Whether the marker is proportionate to the conduct
- Whether vulnerability factors were properly considered
- Whether the institution's complaint handling was adequate
Guide section
Our FOS decision data
We have analysed 1,313 unique published Financial Ombudsman decisions about CIFAS markers. The overall upheld rate is 28.7%. However, this varies significantly by institution. Some have much higher upheld rates than others. Our complaints are informed by this data, targeting the arguments that have the highest success rate.
Guide section
Published FOS decisions on CIFAS markers
The FOS publishes its decisions, and reviewing relevant published decisions before drafting your referral strengthens your submission. The Ombudsman has ordered removal and awarded compensation in cases involving major high street banks, challenger banks, and insurance providers.
Published decisions are useful for two reasons. They show which arguments have succeeded at FOS level and in what circumstances. They also show the factual patterns that recur in upheld cases: weak evidence, automation without human review, failure to consider vulnerability, and disproportionate continued processing.
Three to six months
FOS cases typically take three to six months from referral to decision. You can refer once the institution has issued a Final Response you disagree with, or once eight weeks have passed without one. You do not need the institution's permission to escalate.