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21 october 2021, 14:24
A new service, the Knowledge Base for Consumers of Financial Services, has become available on the Financial Ombudsman Service (FOS) website.
The Knowledge Base is an electronic guide to current aspects of the FOS activities.
«The new service is bound to become be another way to simplify interaction between consumers and the Financial Ombudsman Service. Materials presented in the Knowledge Base will help provide answers to relevant and frequently asked questions,» said Olga Kraynova, Head of the Ombudsman for financial services consumers support Service (OFSC).
Material presented in the Knowledge Base is structured depending on the stage of interaction of financial services consumers with the Financial Ombudsman Service. For example, visitors of the Knowledge Base pages can get general information about the FOS activities; learn what disputes fall within the Financial Ombudsman’s competence, and how to submit an appeal to the Financial Ombudsman. If an appeal is already being considered by the Financial Ombudsman or if the Financial Ombudsman has made a decision on a consumer’s appeal, all the relevant sections of the Knowledge Base can be viewed with all the up-to-date information on these stages. A separate page is dedicated to answers to questions on the personal account, which covers the predominant part of questions coming to the Service.
The Knowledge Base is an alternative source of information for consumers of financial services on a par with other services of the FOS: the Service’s Contact Centre, chatbot and personal reception via a video link.
«We hope that the new service will be another useful tool and that by using it, consumers will find all the information they may need,» Olga Kraynova says.
