Question to the HM Treasury:

To ask the Chancellor of the Exchequer, whether her Department has had recent discussions with the Financial Ombudsman Service on resolving complaints of mis-sold timeshares in a timely manner.

The selling of timeshares is outside of Financial Conduct Authority (FCA) regulation and therefore outside of the remit of the Financial Ombudsman Service (FOS), which can only consider complaints about FCA regulated activities. Where consumers have purchased a timeshare using a product regulated by the FCA, such as consumer credit, they may have recourse to the FOS if that product was mis-sold.

When complaints are made to the FOS, these should be dealt with in a timely manner. The Financial Conduct Authority (FCA) Handbook, which sets out the rules on how the FOS should handle complaints, states that ‘the ombudsman will attempt to resolve complaints at the earliest possible stage’.  In its Plans and Budget 2024-25, the FOS has set itself the target of resolving 90 per cent of cases within 6 months and the government will continue to hold the FOS to account on this through its regular engagement with the FOS.