FOS publishes feedback statement on consultation on outcome reporting

Industry News | 02/11/21

The Financial Ombudsman Service (FOS) published its consultation feedback statement on temporary changes to reporting the outcomes of proactively settled complaints.

The feedback statement provides a response on issues raised through the consultation and confirms details of the initiative.

The FOS will be sending lists of complaints in scope to be resolved proactively to firms that appeared in the most recent publication of firm-specific complaints data.

Any proactive offers to customers will need to be assessed for fairness by the FOS before being passed to customers. And, despite strong feelings from those responding to the consultation, the FOS will still charge case fees for any case resolved proactively.

Source: FOS