Important information: The service provided by the Financial Services and Pensions Ombudsman is free of charge. We will never seek payment from you to progress a complaint.
The Financial Services and Pensions Ombudsman (FSPO) is an independent, fair, and impartial service that helps resolve complaints with pension providers and regulated financial services providers. Our aim is to provide the highest quality of service to all customers. The following documents will assist in explaining how we operate and what standards of service you should expect when dealing with our Office.
The purpose of this customer charter is to outline the standard of service and behaviour which should underpin our interactions with our customers.
Our aim is to provide the highest quality of service to all customers. The Customer Action Plan, describes our policy of encouraging feedback from customers, evaluating that feedback and, where possible, continuously improving on the quality of service offered.
This policy sets out how the FSPO will engage with our customers and other stakeholders and expresses our aim to foster an environment of mutual respect between team members in the FSPO and those we serve.
You may make a customer service complaint to us if our service falls short of what you consider acceptable. All complaints will be dealt with promptly and in an objective and courteous manner. When you're making a complaint about our service, please tell us:
Please contact our Customer Service Unit. You can contact us:
We can consider complaints about the standard of service we provide. This includes promptness, politeness and professionalism.
You may complain about the way we have handled a complaint against a pension provider or financial service provider, but not about its outcome.
We cannot comment on the facts or outcome of a complaint investigation against a pension provider or financial service provider. This includes the outcome of mediation, or the Ombudsman's decisions and determinations about: