Financial Ombudsman Service is biased against claimants
Dealing with this outfit has been completely exasperating. Staff seem to be on "annual leave" most of the time and don't care the slightest. They drag out cases for months or years. Months or years of effort each time resulted in dismissive outcomes that ignored the facts on the whole. They rubber-stamp decisions made by financial institutions and offer no real oversight. This is because FOS staff previously worked or have ex-classmates or friends at the very same financial institutions you're complaining about! Independence is entirely absent from their process. Save yourself the immense frustration and look to the legal system or other bodies for accountability.