Where a complaint is determined in favour of the complainant, the Ombudsman's determination may include one or more of the following:1, 2

3Except in relation to a complaint the subject matter of which falls to be dealt with (or has properly been dealt with) under a consumer redress scheme, a3 money award may be such amount as the Ombudsman considers to be fair compensation for one or more of the following:whether or not a court would award compensation.1, 2

3In relation to a complaint the subject matter of which falls to be dealt with (or has properly been dealt with) under a consumer redress scheme, a money award is a payment of such amount as the Ombudsman determines that a respondent should make (or should have made) to a complainant under the scheme.

3A money award under DISP 3.7.2A G may specify the date by which the amount awarded is to be paid.

1, 2Where the Ombudsman is determining what amount (if any) constitutes fair compensation as a money award in relation to a relevant new complaint or a relevant transitional complaint, the Ombudsman Transitional Order and the Mortgages and General Insurance Complaints Transitional Order require him to take into account what amount (if any) might have been expected to be awarded by way of compensation in relation to an equivalent complaint dealt with under the former scheme in question immediately before the relevant transitional order came into effect.

1, 2The maximum money award which the Ombudsman may make is 4, 5£150,000.4, 5

6The effect of section 404B(5) of the Act is that the maximum award which the Ombudsman may make also applies in relation to a complaint the subject matter of which falls to be dealt with (or has properly been dealt with) under a consumer redress scheme.

1, 2For the purpose of calculating the maximum money award, the following are excluded:

1, 2If the Ombudsman considers that fair compensation requires payment of a larger amount, he may recommend that the respondent pays the complainant the balance. The effect of section 404B(6) of the Act is that this is also the case in relation to a complaint the subject matter of which falls to be dealt with (or has properly been dealt with) under a consumer redress scheme.3

1, 2The Ombudsman will maintain a register of each money award.

1, 23Except in relation to a complaint the subject matter of which falls to be dealt with (or has properly been dealt with) under a consumer redress scheme, an3 interest award may provide for the amount payable under the money award to bear interest at a rate and as from a date specified in the award.

3A money award under DISP 3.7.2A G may provide for interest to be payable, at a rate specified in the award, on any amount which is not paid by the date specified in the award.

1, 2A costs award may:

1, 2In most cases complainants should not need to have professional advisers to bring complaints to the Financial Ombudsman Service, so awards of costs are unlikely to be common.

1, 23Except in relation to a complaint the subject matter of which falls to be dealt with (or has properly been dealt with) under a consumer redress scheme, a3 direction may require the3 respondent3 to take such steps in relation to the complainant as the Ombudsman considers just and appropriate (whether or not a court could order those steps to be taken).

3In relation to a complaint the subject matter of which falls to be dealt with (or has properly been dealt with) under a consumer redress scheme, a direction may require the respondent to take such action as the Ombudsman determines the respondent should take (or should have taken) under the scheme.

1, 2A respondent must comply promptly with:

1, 2Under the Act, a complainant can enforce through the courts a money award registered by the Ombudsman or a direction made by the Ombudsman.