Guide section
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.
Guide section
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
Guide section
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.
Guide section
How to respond to the adjudicator
When the adjudicator issues their initial view, you have the opportunity to respond before the case is decided. If the initial view is not in your favour, respond clearly and specifically: address each point where you disagree, provide any additional evidence that supports your position, and explain why the adjudicator has misunderstood the facts or applied the wrong test.
A response that simply repeats your original complaint is less effective than one that directly addresses the adjudicator's reasoning. Where the adjudicator has relied on the institution's version of events without properly engaging with your evidence, make that explicit.
If you accept the adjudicator's view and the institution does not, the case proceeds to a final ombudsman decision. If you reject the adjudicator's view, you can request the same. The ombudsman's final decision is binding on the institution if you accept it.