| Link(s): | Oral evidence – 02 Sep 2026 |
Context
The FSRC has published the transcript of the oral evidence session attended by James Dipple-Johnstone, FOS Chief Ombudsman, and Rachel Lam, FOS Interim Ombudsman Managing Director. The FOS representatives spent time explaining the role of FOS role and what it does, which is about adjudicating on individual cases, but stated that FOS and the FCA share data, and that FOS publishes data and case-studies for the industry to use.
Key points to note and next actions
- FOS receives around 200,000 cases a year, of which 45,000 relate to insurance; of those,14,000 are for travel and home insurance (the focus of this inquiry and oral evidence session). Most of these are about claims and or the claims experience.
- When asked about changes the Consumer Duty had made to the FOS caseload, Dipple-Johnstone said that it is probably too early to see any definitive longitudinal trend coming through in terms of the Duty.
- When asked about whether there were serious market failings, FOS responded that their 45,000 cases are only a subset of the complaints to the insurers, which themselves are only a subset of their overall claims, and so it is difficult for FOS to comment. Dipple-Johnstone added, though, that In terms of travel insurance FOS changes the outcome for the consumer in about one in three declined claims cases. In terms of home insurance, in around one in four cases feature an outcome change.