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Articles about the Financial Ombudsman Service (FOS)

Do claims companies get good results at the Ombudsman?

An article in Money Marketing was published in March 2021 with the headline "CMCs fail on 73% of FOS complaints". It said statistics from the Financial Ombudsman (FOS) covering the period April 2018 to February 2021 showed: Only 27 per cent of claims brought by ‘ambulance chasers’ went the way of the claimant...  those seeking compensation for misselling would have a better chance if they … [Read more...]

April 6, 2021 Author: Sara Williams Tagged With: FOS

Chief Ombudsman Caroline Wayman resigns

Caroline Wayman, the Chief Ombudsman and CEO at the Financial Ombudsman Service (FOS) has resigned, announcing on 10 March 2021 on LinkedIn that: After 22 years at the service and nearly 7 years as chief executive and chief ombudsman I am stepping down from the role.  Her resignation comes the day after a highly critical article in the Daily Mail which pointed out: Fraud victims and cheated … [Read more...]

March 10, 2021 Author: Sara Williams Tagged With: FOS, General news & policy

Amigo & Provident complaints soar – new Ombudsman data

On 3 March 2021, the Financial Ombudsman Service (FOS) published two sets of statistics. quarterly data for October-December 2020 summarises the types of complaints FOS has received. half-year data shows which firms had the most complaints in July-December 2020 and how often FOS upheld the customers' cases. Caroline Wayman, the FOS CEO says: "Excluding PPI, new complaints are up by … [Read more...]

March 3, 2021 Author: Sara Williams Tagged With: Amigo, FOS, High cost credit news/policy, Provident

Lessons from Amigo – FOS complaint handling needs to be faster

If Amigo’s proposed Scheme of Arrangement goes forward, customers with complaints at the Financial Ombudsman (FOS) will have them returned to Amigo to resolve in the Scheme. My guess is that there may be 10,000 Amigo cases at FOS, possibly a lot more. UPDATE: FOS says it has about 13,000 open Amigo cases and about 500 new cases are arriving each week. If these customers would have had a … [Read more...]

January 14, 2021 Author: Sara Williams Tagged With: Amigo, FOS, High cost credit news/policy, Schemes of Arrangement

Kerrigan v Elevate Credit – an “unfair relationship”

The judgment in the Kerrigan & others v Elevate Credit International Ltd was published on 5 August 2020. Elevate Credit International was a large UK payday lender, trading as Sunny. Kerrigan and the other eleven claimants were Sunny customers who had made affordability complaints to Sunny through a claims company. The claims company brought the case and selected six claimants; Sunny … [Read more...]

August 13, 2020 Author: Sara Williams Tagged With: FOS, High cost credit news/policy

Coronavirus – a good excuse for slow complaint handling?

Some lenders are telling borrowers that it will take longer to respond to affordability complaints asking for refunds because of Coronavirus. You have a right to send a complaint to the Financial Ombudsman (FOS) after 8 weeks if the lender has not given you a Final Response. But should you let the lender have a few weeks extra? Most businesses are having some Coronavirus problems, so would … [Read more...]

April 6, 2020 Author: Sara Williams Tagged With: coronavirus, FOS

90% of guarantor loan cases won at Financial Ombusdman

The Financial Ombudsman (FOS) complaint statistics for Oct-Dec 2019 have just been published, see Product Complaints Data. For guarantor loans, FOS decided in favour of the consumer in 90% of cases: this is even higher than the 83% that were won in April-Jun 2019. these figures are a dramatic increase from the uphold rate of only 32% for the 2018 financial year.   This … [Read more...]

February 12, 2020 Author: Sara Williams Tagged With: FOS, Guarantor loans, High cost credit news/policy

2018 FOS statistics – most complaints about QuickQuid

New statistics for July-December 2018 from the Financial Ombudsman (FOS) show how payday loan complaints have jumped in the second half of 2018 and give details for how many complaints the larger lenders had. Almost all these cases are affordability complaints where a customer was given payday loans without proper affordability checks and is asking for a refund of interest paid. The … [Read more...]

April 18, 2019 Author: Sara Williams Tagged With: FOS, High cost credit news/policy, Payday loans, QuickQuid

Caroline Wayman, Chief Ombudsman, on payday loan complaints numbers

Caroline Wayman, the Chief Ombudsman at the Financial Ombudsman Service (FOS) gave evidence to the House of Commons Treasury Select Committee on 22 January 2019. Here I am just picking out some of her remarks which are relevant to payday loan affordability complaints. Complaint numbers Wayman talked about "the unprecedented growth"  in FOS complaints about payday lenders this year. This was … [Read more...]

January 23, 2019 Author: Sara Williams Tagged With: FOS, High cost credit news/policy, Payday loans

Complaining to the Financial Ombudsman – what happens

When you have a complaint about a loan, credit card, mortgage, pension or insurance and you can't get it settled with the company, send the complaint to the Financial Ombudsman Service (FOS). FOS describes what happens: Your complaint will be investigated by one of our case handlers, who will try to understand what happened and if the business did anything wrong. Your case handler will let you … [Read more...]

November 29, 2018 Author: Sara Williams Tagged With: FOS

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