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Frequently Asked Questions

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View frequently asked questions for the topic 'Making A Complaint'
What are the Contact Details for the Financial Ombudsman Service

The FOS contact details are as follows:-

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

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How do I make a complaint?

OUSBA is regulated by the Financial Conduct Authority (FCA) and therefore has a different complaints procedure from the Open University. This means that OUSBA has to meet certain standards and if we fail to meet these standards then the FCA will take action. All complaints received by us are recorded and reported to the FCA annually.

Complaints can be made in writing, by letter fax or email, or by telephone.

We request that if a complaint is made in writing, by letter fax or email, the title of the complaint contains the text "Official Complaint".

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What is the Complaints Procedure?

Acknowledgement: We will acknowledge all written complaints within 5 working days of receipt. One of our experienced Supervisors may call you to establish details of all the facts and circumstances regarding the complaint. Our written acknowledgment will include a copy of our Complaints Procedure and contact details for the member of staff who is dealing with the complaint.

Final Response: All complaints will be investigated thoroughly and impartially. We will send our final response within 8 weeks from receipt of the complaint. If you dispute our final response we will inform you of your right to refer your complaint to the Financial Ombudsman Service (FOS) within 6 months from the date of our final response.

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