FOS letter to Treasury Committee on reasonable adjustments under the Equality Act

On 26th March 2019, the House of Commons Treasury Committee published a letter from Caroline Wayman (FOS Chief Ombudsman and Chief Executive) to Nicky Morgan (Committee Chair) setting out the requirements to make reasonable adjustments for customers under the Equality Act.

The letter summaries:-

  • the powers FOS has to instruct firms to make reasonable adjustments for customers;
  • whether FOS takes forward complaints on behalf of individuals; and
  • should the FOS be the first port of call where a customer identifies that reasonable adjustments are not being made.

The letter also includes a number of practical examples which shows the type of action the FOS can take in this regard.


Caroline Stevenson