Emma RadmoreFOS has published a blog of its thoughts on how it assesses awards for distress and inconvenience. Its guidance has not fundamentally changed, but has been refreshed after firms said more clarity would help them. FOS stresses it is not just about money – and that firms must look at the impact on the individual customer, and what they actually want. The guidance tells firms what to look at, and explains when FOS may feel customers who have not suffered any financial loss nevertheless should benefit from an award.
