posted 18th December 2025
For many consumers in the UK, the Financial Ombudsman Service (FOS) is seen as the final step in resolving disputes with banks, insurers, and financial firms.
However, not everyone feels that the process works as it should. A growing number of people come away from the Ombudsman process feeling misunderstood, unheard, or unfairly treated.
At Meridian Legal Services, we regularly assist individuals who believe their Financial Ombudsman complaint has not been properly handled.
While the Ombudsman plays an important role in consumer protection, it is not infallible, and there are circumstances where its conclusions can and should be challenged.
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Common Concerns Raised by Consumers About the FOS.
Many of the clients who contact us describe similar frustrations. These often include:
- A belief that key evidence was not fully considered
- Decisions that appear inconsistent with regulatory guidance
- Oversimplification of complex financial issues
- A lack of clear reasoning in the final decision
- A feeling that the outcome favoured the financial firm unfairly
It is important to understand that the FOS does not operate like a court. Decisions are based on what the Ombudsman considers “fair and reasonable”, rather than strict legal tests. While this approach can be helpful in many cases, it can also lead to outcomes that consumers feel do not reflect the true merits of their complaint.
Why FOS Decisions Can Feel Wrong.
There are several reasons why an Ombudsman decision may not sit well with a consumer:
- Complex cases may be condensed into overly simple conclusions
- Evidence may be interpreted differently from how the consumer expects
- Industry standards may be given more weight than individual circumstances
- Communication limitations can prevent consumers from fully explaining their position
Once a final decision has been issued, many people assume there is nothing further they can do. This is not always the case.
Can a Financial Ombudsman Decision Be Challenged?
While FOS decisions are binding on financial firms if accepted by the consumer, they are not beyond scrutiny.
Depending on the circumstances, there may be options available, including:
- Reviewing whether the decision was reached using correct process
- Identifying whether relevant evidence or arguments were overlooked
- Considering whether the Ombudsman acted within its remit
- Assessing whether alternative dispute resolution routes exist
Challenging an Ombudsman outcome is not straightforward and requires careful analysis. This is where professional claims management support can be valuable.
How Meridian Legal Services Can Help
Meridian Legal Services specialises in claims management relating to Financial Ombudsman disputes.
We focus on cases where consumers believe the Ombudsman has misunderstood their complaint, failed to engage properly with evidence, or reached a conclusion that appears unreasonable.
Our role is not to relitigate the original financial complaint, but to assess how the Ombudsman process was handled and whether there are grounds to take the matter further.
Our service typically includes:
- Reviewing the original complaint and FOS correspondence
- Analysing the Ombudsman’s reasoning and conclusions
- Assessing how evidence was considered
- Identifying procedural or substantive concerns
- Advising on potential next steps
- Managing correspondence and escalation where appropriate
Email: info@meridianlegalservices.co.uk
Call: 0121 5160675
