The Financial Ombudsman Service (FOS) is a statutory body that resolves disputes between financial businesses and their customers for free. It is independent of both Credicorp and you.
When you can refer to the FOS
You can take your complaint to the FOS:
- After receiving our final response letter, if you are not satisfied.
- If 8 weeks have passed since you submitted your complaint and you have not received a final response.
You have 6 months from the date of our final response letter to refer to the FOS. If you refer after this, the FOS may not be able to consider your complaint.
What the FOS can do
- Investigate whether we treated you fairly and followed the rules.
- Require us to put things right — for example by issuing a refund, removing incorrect information, or paying compensation.
- Award up to £415,000 in compensation for financial loss (the current limit; check the FOS website for the up-to-date figure).
What the FOS cannot do
- Compel us to lend to your company or approve a loan application.
- Change the terms of an existing agreement retrospectively unless there was an error.
- Deal with a complaint that is primarily a business-to-business commercial dispute (though it can deal with complaints about our conduct).
How to contact the FOS
The Financial Ombudsman Service is reachable at:
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567 (free from most landlines and mobiles)
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
The service is free of charge to you. You will need to share our final response letter and details of your complaint.
See also: Escalating an unresolved complaint with Credicorp, What happens after I submit a complaint?, Why doesn't the Financial Ombudsman Service apply to my complaint?.