We gain insight on the concerns of small businesses and the challenges they face through our advisory group, made up of representatives from business and the financial services industry. We also receive support in our work with small businesses from a panel of external experts who – while they don’t decide individual cases – offer us their expertise on a range of industry specific issues.
About 99% of UK small businesses are eligible to use our service, and we can consider complaints about most kinds of financial products and services provided in or from the UK. This page sets out in more detail the types of complaints we see and can look at.
Our team of investigators and ombudsmen specialise in resolving complaints from small businesses about financial products and services.
Our team of investigators look into complaints and provide initial assessments. We’re able to resolve most complaints informally at this stage. The cases we see can sometimes be complex, but our specialist investigators are experienced in helping to resolve complaints from small businesses. They’re supported in their casework by our ombudsmen, and dedicated legal resource.
Our ombudsmen have the power to make legally binding decisions. They make final decisions in cases where we can’t resolve a small business’s complaint about a financial business more informally. If a small business accepts an ombudsmen’s decision, the financial business involved is bound by the decision.