Context
The FOS have confirmed that it will be making a number of changes to its complaint form.
Key points to note
This change will come into effect from 1st April 2022, and the previous complaint form will not be accepted by the FOS after this date.
The changes you’ll see in the form are:
- The design and layout of the questions will look and feel different.
- The section about personal or professional representatives has been moved to the end of the complaint form to separate out the consumer’s personal details and information about their complaint from the details of their representative.
- Changes made to the phrasing on some questions to help clarify the type of information needed and who needs to complete and sign the form.
- An amended declaration for consumers to agree to before beginning processing their complaint, and amended privacy notice information.
- There will also be an update to the FOS’ online privacy notices that set out how and why it processes personal information.
Next actions
Although perhaps unlikely, if your firm keeps copies of the form on file you will need to update your records from 1st April 2022 when the updated version will be available on the FOS website. Firms may wish to familiarise themselves with the new form in case they receive them from FOS (so if a complainant complains directly to FOS first, or if a complainant refers the outcome of a complaint to FOS).