The Financial Ombudsman Service: not just an alternative to court

Abstract

Purpose The Financial Ombudsman Service is a statutory body offering a dispute resolution service to consumers and firms. The purpose of this paper is to outline the service as an alternative to the civil courts. Design/methodology/approach The paper compares the style, objectives and operation of the service with those of civil court proceedings. Findings The Financial Ombudsman Service has developed a very different model from that of the civil courts and is the preferred alternative for most retail consumers of financial services. Originality/value The comparison in style, process, institutional systems and legal approach may offer observers food for thought about potential developments in the civil courts themselves.