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Financial Ombudsman Service to have extended powers in dealing with consumer credit complaints

Many clients with Consumer Credit licences will have been approached by their credit providers to ensure they have a complaints procedure and the other necessities required from April 6, 2007 to deal with consumer complaints.

Previously the Financial Ombudsman Service (FOS) has dealt with complaints from customers with loans from businesses directly regulated by the FSA e.g. banks, building societies.

From April 6, 2007 all businesses holding a standard Consumer Credit Licence must have in place and operate an in-house complaint handling procedure. The procedure must allow a complaint to be made by any reasonable means including phone, email or in person. The business must try to resolve the complaint at the earliest opportunity.

A final response must be sent to the customer no more than eight weeks from receipt. The business must also send the customer the FOS contract details and the leaflet called “Your complaint and the ombudsman”.

The FOS will only consider complaints if referred within six months of the final response letter.

For supplies of the leaflet the contact details are on

  • Visit or call 0870 26 77 118 for more information.
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