Context
In this edition of Ombudsman News, FOS highlights the role of its Business Support Hub, the new name for its helpline for financial businesses and consumer representatives. It also shares its latest data, covering complaints about financial products and services between October and December 2022.
Key points to note
Articles include:
- Proposed temporary changes to the way we report business-specific complaints data
FOS is consulting on proposed temporary changes to the way it reports business-specific complaints data. This follows on from a similar initiative in November 2021, which led to around 100 businesses making 7,000 offers to resolve complaints more quickly. - The Technical Desk has become the Business Support Hub
The FOS Technical Desk has a new name. It has changed the name to better reflect what the team does – that is, supporting financial businesses and consumer representatives with guidance about resolving disputes before they escalate. - Interview on LBC
Tim Archer, Ombudsman Director, appeared on LBC’s ‘Ask’ programme recently, to help answer questions about some of the problems people face with Section 75 claims, car insurance, mortgages and debt collecting. Archer also spoke about how FOS can help and its approach to resolving the complaints it sees. - Our latest complaints data – October to December 2022
The FOS latest complaints data on financial products and services is now available on its website. Between October and December 2022, it received 41,303 new complaints. This includes the number of enquiries and new cases received, the proportion of complaints resolved in favour of customers, as well as information about the most complained-about products and trends for the quarter. - Diversity, inclusion and wellbeing at the Financial Ombudsman
FOS has published a diversity, inclusion and wellbeing report for 2022. The report shares its gender and ethnicity pay gap data and outlines its achievements and where it still has work to do.
Next actions
None – for information and awareness.