The Financial Ombudsman Service

If you don't know who to complain to at the business, or you're unsure about how to complain, you can get advice from the FOS. It can contact the relevant person for you, telling them that you have a complaint that they need to look into.

You can email This e-mail address is being protected from spam bots, you need JavaScript enabled to view it , or call the FOS's  consumer helpline on 0845 080 1800 (office hours).

Industry codes of conduct

Industry codes of conduct exist to set standards of good practice that you can expect when dealing with a financial institution – be it your bank, building society, a store card provider or leasing company.

As a consumer there are two key codes that you should be aware of:

The Banking Code

This is a voluntary code that subscribing banks and building societies follow when they are dealing with personal customers in the UK. It provides valuable protections and explains how financial institutions are expected to deal with their customers day-to-day and in times of financial difficulty. The Banking Code applies to:

• Current accounts, including Basic Bank Accounts
• Savings and deposit accounts, including ISAs and cash deposit Child Trust Funds (CTFs)
• Payment services, including foreign exchange services
• Cards and PINs
• Loans and overdrafts.

The Code is monitored and enforced by the Banking Code Standards Board (BCSB).

To find out more on the BCSB and its role visit www.bankingcode.org.uk

Your bank or building society will give you a copy of the Code upon request; alternatively you can download a copy from www.apacs.org.uk, www.bba.org.uk, www.bsa.org.uk

The Finance & Leasing Association (FLA) Lending Code

The FLA Lending Code sets standards of good practice for the finance and leasing industry. It is intended to reassure anyone who applies for finance from a full FLA member that they are dealing with a reputable organisation. It sets out the key commitments and principles that the FLA requires its members to follow. It includes specific provisions about dealing with customers who have mental health difficulties.

The FLA Lending Code relates to all consumer credit, hire or lease agreements and covers any of the following types of agreement:

• Loans taken out through a supplier of goods and services
• Loans taken out through a credit broker
• Store cards
• Credit cards
• Personal loans (e.g. a bank loan)
• Revolving credit loans
• Variable-rate loans
• Motor loans
• Loans to pay insurance premiums.

The Code also covers the sale of payment protection insurance (PPI).
The FLA offers a free conciliation scheme for consumer complaints where the complaint is made against one of its members. The FLA will conciliate at any time before the matter is referred to the FOS.

The FLA Lending Code is monitored by an independent group consisting of consumer representatives, industry practitioners and an independent chairman. To find out more or to obtain a copy of the Code, visit www.lendingcode.org.uk

FLA Business Code

The FLA also operates a Business Finance Code, which sets out standards of good practice for the finance and leasing industry in the conduct of transactions with business customers, for example those who lease office equipment. To find out more visit www.businessfinancecode.org.uk

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