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First Floor,

Central Bank Building,

Eric Williams Plaza,

Independence Square,

Trinidad, W.I.

Tel: (868) 625-4835; 5028

Exts: 2650; 2657; 2681; 2685

Fax: (868) 627-1087

Email: info@ofso.org.tt

Website: www.ofso.org.tt 

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FAQS

QUESTION: What are the first steps to complaining?

ANSWER: Before the Ombudsman will consider complaints, following guidelines must be adhered to:

• The matter must have been first referred to the institution at which the complaint arose and the complainant is not satisfied;
• The act or omission which forms the subject of a complaint must have first occurred on or after January 1, 2003 in the case of a banking complaint and after January 1, 2004 in the case of an insurance complaint;
• The complaint must not be related to the institution's general risk management policies or pricing or products and services;

The complaint shall be in writing duly signed by the complainant and his authorised representative, if any, on the prescribed form which can be obtained from the Office of the Financial Services Ombudsman or downloaded by clicking on Complaint Form.

RELATED FAQS

1. Who is the Financial Services Ombudsman?
2. Where is the office of the Ombudsman located?
3. What is the purpose of the Financial Services Ombudsman?
4. Does the Ombudsman handle all complaints?
5. What type of complaints would the Ombudsman consider?
6. Can the Ombudsman consider complaints arising from the foreign operations of the financial institutions of Trinidad and Tobago?
7. How should the complaint be communicated?
8. Is there a ceiling on the award to a Complainant?
9. Do I have to pay for the services?
10. How confidential is the process?
11. Is the process binding?
12. If I still remain dissatisfied with the matter after it has been determined by the Office of the Financial Services Ombudsman, can I go to court?
13. Is the Office of the Financial Services Ombudsman independent?
14. If I need further details or clarification on any of the above questions, whom can I contact?
15. What is a small business?
16. Which are the participating commercial banks?
17. Which are the participating insurance companies?
18. Why do I have to put my complaint in writing?
19. Can someone else complain on my behalf?
20. Do I need a lawyer?
21. Are there any time limitations with regard to filing a complaint?
22. What happens if the bank or insurance company does not accept the recommendation of the Financial Services Ombudsman?