Laying the Groundwork.
Many people think a claim with the Financial Ombudsman Service (FOS) begins the moment they fill out the form. The reality is, by that point, the most important work should already be done. This pre-submission phase, covering all the work done before your case even reaches an investigator, is the battleground where strong claims are forged and weak ones crumble.
Rushing into a submission is a classic mistake. It's tempting to fire off a complaint in the heat of the moment, but a poorly prepared case can miss vital details and make weak arguments. Taking a more strategic approach from the very start doesn't just improve your chances of winning; it can often persuade the firm to settle long before the FOS even gets involved.
The First Complaint.
Your journey doesn't start with the FOS. It starts with the official complaint you send to the financial firm. This letter is more than just a formality; it's the foundation of your entire case.
It must clearly lay out what happened, explain why the fault lies with them, and state what you require to resolve the matter.
Think of this letter as your opening move in a chess match. This letter serves as a formal challenge, compelling the firm to state its official position.
Every fact and argument you include here is crucial, as it sets the stage for everything that follows.
Decoding Their Defence.
Once they have concluded their internal review, the firm will issue its "final response." This letter is gold dust. It's their official defence, outlining why they think they're in the right. You need to read this document like a detective, taking it apart line by line.
Where are the holes in their story? Have they conveniently ignored a key piece of your evidence? Are they misinterpreting the rules to suit themselves? Every weakness, every contradiction, every flimsy excuse they offer is an opportunity. Their defence gives you a detailed blueprint for how to defeat them.
Building Your Rebuttal.
Now you can build your case for the FOS. Your submission should be a direct rebuttal to the firm's final response. Go through their letter point by point, explaining exactly why they are wrong and using your evidence to prove it.
This is the point where you can add more weight to your arguments. For instance, if they have tried to downplay your financial losses, you should present a detailed calculation that proves the actual amount. If they've disputed what was said in a phone call, can you get hold of the recording?
The aim is to build such a comprehensive and well-argued case that the FOS investigator can see the merits of your claim immediately. This early, strategic work is what separates a potential win from a certain one.
