FOS publishes plan for change

FOS has published an action plan to deliver a better service to customers. The plan aims, among other things:

• to bring more effective and efficient resolution of cases – part of this involves teams which are already being created, to focus on cases from specific industry areas. It is also working on improving the triaging process and case routing, and on easing the administrative burden on case work teams to free up more time;
• giving customers more choice on how they deal with FOS; and
• looking at revisions to the funding model, which has not changed for some years although case fees and levies have increased.