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Similar to Email from Catia Pinto Caseworker for the Independent Assessor Baird 18839602 24 February 2017
Similar to Email from Catia Pinto Caseworker for the Independent Assessor Baird 18839602 24 February 2017 (20)
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Email from Catia Pinto Caseworker for the Independent Assessor Baird 18839602 24 February 2017
- 1. www.independent-assessor.org.uk independent.assessor@financial-ombudsman.org.uk 24 February 2017 Dear Mr Baird Your complaint about the Financial Ombudsman Service: case reference 18839602 Thank you for your email of 18 February. The Independent Assessor is appointed by the board of the Financial Ombudsman Service and her role is to examine the service provided by the Financial Ombudsman Service. I am a caseworker and assist Ms Somal with her office. Information about service complaints and the Independent Assessor Service complaints are about practical handling problems such as delays, not explaining that you can refer the case for a final decision, writing to the wrong address or losing the case file. The Independent Assessor’s role does not cover looking into the facts of a case against the financial business, the use of judgement by the Service or the outcome, as set out by the Terms of Reference she has to follow. So she cannot, for example, look at whether a complaint should be upheld, what was thought to be the most important part of the case, what evidence was needed or what weight was placed on the evidence. Essentially, Ms Somal cannot comment or intervene on any aspect of the circumstances, investigation or outcome of the case, including the Ombudsman Service’s interpretation and regard of the law and regulations – these are all outside of Ms Somal’s remit. Your service complaint You have made some points of concern Ms Somal can investigate. Your service complaint has now been passed to Ms Somal. She will review your concerns and respond with her Opinion within the next 4-6 weeks. It may be much sooner than this, but if it'll take any longer we'll let you know. The next time you’ll hear from our office will be with Ms Somal’s Opinion.
- 2. Independent Assessor 24 February 2017 2 If Ms Somal needs any more information from you during her investigation, we will be in touch. Otherwise, you’ll hear from her with her Opinion within the advised timescale. Any correspondence we receive from you in the meantime will be added to your file for Ms Somal to review, but may not be responded to unless Ms Somal feels it’s appropriate to do so. Yours sincerely Catia Pinto Caseworker for the Independent Assessor