ombudsman decisions

Ombudsman decisions are issued by our panel of ombudsmen - and represent the final and most formal part of our process. The ombudsman's decision, if accepted by the consumer, is final and binding on the financial business. If necessary, it can be enforced in the courts.

We are required to publish an ombudsman's "determination" (final decision) under the Financial Services and Markets Act 2000 as amended by the Financial Services Act 2012. It is a requirement of this Act that our final decisions set out the reasons for the decision and that they are given in writing to the parties to the dispute.

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Decisions involving the following financial products are included under "banking and credit":

  • mortgages
  • secured loans
  • unsecured loans
  • consumer credit products