If your complaint has been accepted for consideration, the FOS examines it and makes a decision within the following terms:

• 15 working days if the complaint was received from a consumer of financial services or from a consumer’s legal representative;
• 30 working days if the complaint was received from a person to whom the right to call on a financial organization under an agreement on assignment (cession) of claim rights has been assigned.

The periods above are calculated from the day following the day of transfer of the complaint to the FOS.

If an independent examination is required on the subject of the dispute, review is suspended for the period of the examination, but for no longer than 10 working days.

If a decision is made on the in-person consideration of the complaint, the FOS notifies the consumer and the financial organization about it, and the review is suspended until both parties receive such a notification.