FIN.

FOS consults on reporting complaints outcomes

FOS is consulting on a range of initiatives to help reduce customer waiting times, including a temporary proposed change to how firm-specific complaints data is published. FOS is proposing that, for a limited period, complaints that are proactively settled by businesses before FOS has issued its opinion will not count towards the business’s uphold rate.

The consultation closes on 18 October and FOS intends to publish next steps and implement its plans by 1 November 2021.

Lucy Hadrill