Which statements describe the powers of the Financial Services & Pensions Ombudsman in relation to a complaint?

• A. Uphold the complaint only (i).
• B. Uphold the complaint and substantially uphold the complaint (i and ii).
• C. Substantially uphold the complaint and partially uphold the complaint (ii and iii).
• D. Uphold the complaint, substantially uphold the complaint, and partially uphold the complaint (i, ii, iii).

Answer: (D)

This question tests the range of outcomes the Financial Services & Pensions Ombudsman can issue when reviewing a complaint. The Ombudsman has three possible levels of finding: a full uphold, a substantial uphold, or a partial uphold. A full uphold means the complaint is entirely justified and the respondent must remedy the situation accordingly. A substantial uphold means the complaint is largely justified and the remedy addresses the main issues, though there may be a few minor points not fully supported. A partial uphold means only some aspects of the complaint are justified, with other parts not supported. Because all three outcomes are within the Ombudsman’s powers, the option that includes uphold in full, substantial uphold, and partial uphold best reflects what the Ombudsman can decide. The other options omit one of these levels, so they don’t capture the full range of possible findings.