Financial Services and Pensions Ombudsman (FSPO)

The Financial Services and Pensions Ombudsman is an independent, impartial, fair and free service that helps resolve complaints from consumers, including small businesses and other organisations, against financial service providers and pension providers. If you have a complaint about the conduct of a financial service provider or pension provider, and you cannot resolve your complaint with your provider, you can bring your complaint to the FSPO. We deal with complaints through either informal mediation, leading to a potential settlement agreed between the parties, or formal investigation and adjudication, leading to a legally binding decision. The FSPO is a values-driven organisation. Our values of fairness, integrity, independence, accessibility and effectiveness are embedded in our processes and procedures through our ongoing training and development programmes. At the heart of our values is a deep desire to deliver the best possible service for our customers. We are committed to carrying out all of our functions in a fair, impartial, balanced and transparent manner. Our aim is to provide a professional and efficient service to all customers and act with integrity at all times. We strive to deliver a service that is accessible, high quality and meets our customer’s needs. The FSPO operates under a team structure comprising: Corporate and Communication Services Customer Operations and Information Management Dispute Resolution Services Investigation Services Legal Services