Financial Ombudsman Service Case 18839602

1. www.independent-assessor.org.uk
independent.assessor@financial-ombudsman.org.uk
24 February 2017
Dear Mr Baird
Your complaint about the Financial Ombudsman Service: case reference 18839602
Thank you for your email of 18 February. The Independent Assessor is appointed by
the board of the Financial Ombudsman Service and her role is to examine the service
provided by the Financial Ombudsman Service. I am a caseworker and assist Ms
Somal with her office.
Information about service complaints and the Independent Assessor
Service complaints are about practical handling problems such as delays, not
explaining that you can refer the case for a final decision, writing to the wrong
address or losing the case file.
The Independent Assessor’s role does not cover looking into the facts of a case
against the financial business, the use of judgement by the Service or the outcome, as
set out by the Terms of Reference she has to follow. So she cannot, for example, look
at whether a complaint should be upheld, what was thought to be the most
important part of the case, what evidence was needed or what weight was placed on
the evidence.
Essentially, Ms Somal cannot comment or intervene on any aspect of the
circumstances, investigation or outcome of the case, including the Ombudsman
Service’s interpretation and regard of the law and regulations – these are all outside
of Ms Somal’s remit.
Your service complaint
You have made some points of concern Ms Somal can investigate.
Your service complaint has now been passed to Ms Somal. She will review your
concerns and respond with her Opinion within the next 4-6 weeks. It may be much
sooner than this, but if it'll take any longer we'll let you know.
The next time you’ll hear from our office will be with Ms Somal’s Opinion.

2. Independent Assessor
24 February 2017
2
If Ms Somal needs any more information from you during her investigation, we will
be in touch. Otherwise, you’ll hear from her with her Opinion within the advised
timescale. Any correspondence we receive from you in the meantime will be added
to your file for Ms Somal to review, but may not be responded to unless Ms Somal
feels it’s appropriate to do so.
Yours sincerely
Catia Pinto
Caseworker for the Independent Assessor