Alerting customers to the existence of FOS

We would like to remind all authorised clients with a website that they MUST have a statement on their site alerting customers to the fact that there is a Financial Ombudsman Service. The statement must also include the Financial Ombudsman Service's website address (DISP 1.2.1 (4)).

We would suggest, if not already done so, a small addition is made to each site, perhaps alongside the firm's Authorisation statement on the home page, as follows:

If you are unhappy with our service, we have a complaints procedure, details of which are available upon request. If you are unhappy with how your complaint has been dealt with, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

The FOS website is

Unfortunately, we still see many websites that do not contain such an alert. Firms without suitable website FOS statements are breaching the DISP rulebook, so please ensure that your website contains the necessary information.

For further information, please contact RWA or discuss the issue with your RWA Business Manager.

About the author

Terence has over 35 years' experience in the Financial Services environment, covering general insurance, investments and mortgages.

Before joining RWA, Terence worked for a large PLC insurance brokerage in Manchester, overseeing some 20 acquisitions. He served as Compliance Director at RWA from 2011 to 2018 and has worked with insurance broking firms of all sizes across the UK. He has a particular interest in Financial Crime and the protecting the insurance broker. Terence previously served as Executive Chairman of the Association of Professional Compliance Consultants (APCC), the professional body for the compliance consultancy sector.

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