Financial Ombudsman Service Case 17877961

1. www.independent-assessor.org.uk
independent.assessor@financial-ombudsman.org.uk
PO Box 35738
London
E14 9SR
28 October 2016
Dear Mr Baird
Your complaint about the Financial Ombudsman Service: case reference 17877961
Thank you for your 21 October email.
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 help her with correspondence and she has asked me to respond on her
behalf.
It’s important that I explain the Independent Assessor’s remit only allows her to look
at specific complaints about the handling of specific cases, and to assess whether the
Service followed its processes correctly. Ms Somal cannot answer any generic
questions about the Service’s chosen processes, or recommend that the Service
changes its processes. I’ve given two examples from what you have said below:
• Would you recommend staff have better access to emails?
• Can you recommend the FOS makes a customer factsheet… for the website?
Ms Somal will investigate the way the Service handled your complaint and will
comment on everything she can within her remit. All being well, Ms Somal will write
to you with her review and Opinion in around four to six weeks’ time. If it is going to
take any longer we will get in touch to let you know.
Ms Somal will email her review and Opinion by PDF. Please let me know if your
email address changes in the meantime or if you would prefer to receive a copy by
post.
Thank you for your time today.
Yours sincerely
Miss Mamawa Turay
Senior Caseworker for the Independent Assessor