The FCA has published correspondence with the Financial Ombudsman Service (FOS) confirming the FOS's approach to assessing complaints arising from firms' acts or omissions during the COVID-19 pandemic.

In the letter (dated 16 November 2020) the FCA Interim Executive Director and Strategy and Competition asked the FOS Chief Ombudsman to confirm that, when determine what is fair and reasonable in all the circumstances of the individual case, the FOS will continue to take account of the operational challenges faced by firms during this period and the FCA's revised expectations of what constitutes compliance with its rules, guidance and standards.

The FOS confirmed, in a letter dated 17 November 2020, that it would continue to provide an appropriate framework to give certainty to financial firms that complaints would be dealt with fairly. The FOS will continue to take account of the FCA's revised expectations of what constitutes compliance with the requirements and material referred to by the FCA in its letter.