Ombudsman service shake-up ‘will help fast and fair response to consumer gripes’

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The Monetary Ombudsman Service (FOS) is about to bear a shake-up, to assist strengthen the redress system in order that prospects obtain quick, truthful and constant compensation in response to complaints about corporations.

The FOS and the Monetary Conduct Authority (FCA) mentioned proposed modifications embody a brand new registration stage to make sure that complaints referred to the ombudsman are able to be investigated earlier than being allotted to a caseworker.

There may also be new powers to dismiss complaints which are thought-about greatest resolved in different methods, are extra applicable for courts or one other dispute decision course of, or the place there was no materials monetary loss, misery or inconvenience, below the proposals.

It’s hoped that modifications will assist the FOS to focus its sources on being a quick and casual various to the courts, whereas making certain it operates inside a clearer and extra predictable framework.

James Dipple-Johnstone, interim chief ombudsman on the FOS, mentioned: “The monetary sector has modified considerably because the Monetary Ombudsman was arrange 25 years in the past, which is why we’re driving ahead modifications to rework the redress system.

“We’re laying the foundations for an agile, responsive and trendy service which is match for the long run and has the boldness of shoppers and corporations alike.”

Sarah Pritchard, deputy chief government on the FCA, mentioned: “We wish a system that delivers truthful compensation quick, whereas offering better certainty to companies so that they have the boldness to speculate, develop and compete.

“We’re appearing at tempo to alter what we are able to inside our present powers, forward of the Authorities’s wider reforms.”

The session closes on Might 11.

In the meantime, the Authorities has mentioned it’s set to legislate to “restore readability” to the monetary companies redress system, saying reforms will return the FOS to its authentic position as a easy, neutral dispute decision service.

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The announcement was a part of a response to a public session held final 12 months that sought views on find out how to deal with issues that, in vital minority of circumstances, the FOS has acted as a “quasi-regulator”.

Laws shall be introduced ahead when Parliamentary time permits to reform the legislative framework that governs the FOS.

The Authorities will legislate to introduce a referral mechanism between the FOS and the FCA.

It will require the ombudsman to hunt a view from the FCA the place the FOS considers there could also be ambiguity in what FCA guidelines require, or the place it considers a problem raised could have wider implications throughout the monetary companies business.

It’s going to additionally make structural modifications to the FOS to supply extra consistency in choice making by giving the chief ombudsman total duty for FOS determinations.

It’s going to additionally make it simpler for corporations and shoppers to know and be taught from FOS selections by introducing a requirement for the FOS and FCA to publish common thematic reviews which offer  info and clarification on how the FOS will take into account sure kinds of grievance.

Financial Secretary to the Treasury Lucy Rigby mentioned: “These reforms to the Monetary Ombudsman Service will make redress clearer, extra constant and simpler to navigate.

“By setting clearer boundaries, we’re restoring confidence within the system and making certain it really works pretty and predictably for shoppers and companies alike.”

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