The FOS process

Once your complaint reaches the FOS, it goes through a defined investigation process. Understanding each stage helps you prepare and respond effectively.

Stage by stage

• Registration — your complaint is logged and you receive a reference number
• Information gathering — the FOS requests the institution's case file
• Assessment — an adjudicator reviews both sides and issues an initial view
• Resolution — if both parties accept the adjudicator's view, the case is closed
• Ombudsman decision — if either party disagrees, the case goes to an ombudsman for a final, binding decision

Tips for the FOS process

Respond promptly to any questions from the adjudicator. Provide clear, concise information. If the adjudicator's initial view is not in your favour, you can request a final ombudsman decision — the ombudsman may take a different view.

Throughout the process, we help you draft responses to FOS questions and prepare any additional evidence requested.