FOS expectations letter sent to industry and consumer representatives

The Financial Ombudsman Service (FOS) has this week written out to financial services firms, Claims Management Companies (CMCs) and legal firms, setting out their expectations of these firms when they refer complaints to the Ombudsman. In a bid to improve communications, evidence and timeframes for dealing with such complaints, the Ombudsman sets out what firms should be doing before referring complaints to the service and the standards expected in liaising with FOS whilst complaints are ongoing.

Source: FOS