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.

Drafting Guidelines

The FSPO's 'Drafting Guidelines' is an internal document designed to provide guidance and explain our core approach when formally investigating complaints in accordance with the governing legislation of this Office.

Language used in our written communications aims to be precise and easily understood, adhering to our values of Fairness, Integrity, Accessibility, Independence and Effectiveness.

These 'Drafting Guidelines' are shared to maximise transparency and to optimise awareness of how the FSPO formal investigation process operates.