Tony Boorman spoke to the ABI on how to make complaints services more accessible. He looked at concerns raised in the Hunt review of why customers who contact FOS and are told to pursue the complaint with the firm first do not then return to FOS. Often it is probably not because they are satisfied with the outcome but because they are ground down by the firm’s complaintshandling processes. He looked at what FOS is doing to improve openness by publishing complaints data and how it was trying to help consumers know what it could do for them.