I’d like to talk through my client’s complaint informally with someone – is that possible?
Yes. Drawing on our experience of resolving tens of thousands of financial services complaints, our technical advice desk can give an informal steer on how the ombudsman might view certain issues. By contacting our technical advice desk to talk through what looks like becoming a tricky situation, you may be able to sort out your client’s problem informally at an early stage – saving time, money and effort all round. Please bear in mind that informal advice from the technical advice desk is based only on one side of the story – so it is not binding if the complaint is later referred formally to the ombudsman service. You should not refer specifically to any informal steer you have received from the technical advice desk when you talk to clients about a complaint.
