Fiona has referred a complaint about ABC Bank plc to the Financial Services & Pensions Ombudsman (FSPO). The FIRST thing the FSPO will do to attempt to resolve the complaint is:

• A. A investigate.
• B. B mediate.
• C. C adjudicate.
• D. D issue a suspension notice to the bank.

Answer: (B)

Mediation. The FSPO aims to resolve complaints quickly and informally by bringing the parties together to find a mutually acceptable solution. When a complaint is received, they review it and typically try to facilitate a resolution through dialogue, information exchange, and negotiated terms between the complainant and the bank. This informal, conciliatory step often avoids the need for formal findings or decisions. If mediation doesn’t settle the matter, the FSPO can proceed to a more formal pathway such as investigation or adjudication. A suspension notice to the bank isn’t part of the FSPO’s process; regulatory actions like that come from the supervisor regulator rather than the FSPO.