If your agreement is not covered by the Scheme, for example because of a settled court case, cancellation or withdrawal, a previous FOS decision, no commission being paid, or the agreement being classified as high value, the redress determination letter sent to you is our final response on your complaint. You do not have the right to raise a formal objection with us under the Scheme.
However, if you disagree with our determination that your case is not due any redress, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date our final response letter is sent.
If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the FOS believes that the delay was as a result of exceptional circumstances.
If the FOS does consider your complaint, it will decide by reference to what is, in its opinion, fair and reasonable in all the circumstances of your case.
You can contact us to let us know you decline your outcome, but you don’t need to. You can still complain directly to the FOS.