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Office of the Financial Services Ombudsman

OFSO Background

The Office of the Financial Services Ombudsman has been expanded by the Central Bank of Trinidad and Tobago to include Commercial Banks and Insurance services. The Office will investigate complaints from individuals in respect of the services provided by participating banks 

OFSO Objectives

Our main objective is to provide fair, sound assistance to customers who are not satisfied with their financial services provider and to mediate on behalf of those who have a complaint with their institution provided that the complaint falls under the Terms of Reference (TOR) under which the OFSO operates. This service is provided FREE to citizens and residents of Trinidad and Tobago.

Confidentiality

All personal information received from the complainant or the insurance company will be handled with the upmost confidentiality except in the case of the Central Bank for the purpose of regulator or supervisory oversight.

Scope of Services

The Financial Services Ombudsman scheme agreement with the insurance companies allows the OFSO to make a recommendation to the parties involved under paragraphs 29 & 30 of the Terms of Reference of the Scheme.

 

The conditions under which such an award is to be made are as follows:

1.
The Financial Services Ombudsman has made a recommendation to the parties involved in a complaint for its resolution and this has not been accepted by them within the time specified under paragraphs 29 & 30 of the Terms of Reference of the Scheme.
   
2.
The amount of the claim cannot exceed TT$500,000 in respect of first party complaints and TT$25,000 in respect of third party property damage claims under a motor policy.
   
3.
The award is binding on the insurance company provided that the complainant gives his acceptance in writing, within one month of the date of the award, as full and final settlement of the subject matter.
   
  a. The award must be in writing and must state the summarized reasons for making it.
     
  b. The insurance company must comply with the award within fifteen days of its receiving the written acceptance of the complainant



    

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