Complaint handling

At Browne Jacobson, we’re experts in Financial Ombudsman Service complaints handling. We work hand-in-hand with clients, offering a unique blend of experience that supports you throughout your full complaints journey and beyond.

Our award-winning team uses a blend of expertise, empathy, know-how and pragmatism when offering tailored solutions and advice regarding FOS complaint handling.

Connections get results and this is central to the Browne Jacobson approach. We forge links between clients and sectors for mutual benefit. Our team includes individuals with a wealth of expertise from the sector and across the complaints handling board.

We’re known for our ‘can-do’ attitude, as well as our deep insight into the FOS approach. We recognise the importance of the FCA’s regulatory requirements and develop commercial solutions that discharge such obligations and are tailored to your individual risk appetite and business model.

This means delivering the highest standards of expertise and sector-insight, whether reviewing your policies, processes and other key internal documentation to ensure compliance with FCA requirements, providing updates on key FOS decisions, developing complaint handling frameworks that can be utilised by internal teams, advising on likely FOS outcomes for individual complaints or those in a cohort whilst balancing regulatory and commercial considerations, drafting initial complaint responses (FRLs) and supporting with all communications, or advising on the implications of FOS final decisions, including the prospects of any Judicial Review. We also provide a helpline for our clients to give them access to a former Financial Service Ombudsman for ad hoc support.

Our specialists also deliver key training in the delivery of such programmes to internal client personnel, to help put everybody on the same page.