The Financial Ombudsman Service (FOS) has published Issue 127 of Ombudsman News. This edition includes:

  • Case studies on consumers in vulnerable circumstances. Earlier this year the Financial Conduct Authority (FCA) highlighted the different ways consumers might be (or become) vulnerable.  When a complaint is made to FOS, it will consider how the business involved has responded to their customer’s individual needs and circumstances. FOS often finds that situations have escalated (or deteriorated) because the business involved has rigidly applied rules and procedures – or has not realised the extent of their customer’s vulnerability.
  • An “ombudsman focus” article on FOS’s work with consumer advisers to raise awareness of its service in local communities and to help FOS better understand some of the wider problems that people are experiencing, such as debt and relationship breakdown.
  • A Q&A which covers the new rules in relation to “final responses” and whether to refer complaints about pensions to FOS or the Pensions Ombudsman Service.