In this edition, FOS highlights its blogs on the trial to permanently introduce “proactively settled” complaints and new online guidance on discrimination complaints.

FCA has published complaints data for H2 2022.  FCA notes that complaints fell from 6% from H1 2022 and that the home finance product group saw the largest increase in firms from H1 2022.

The Wider Implications Framework was re-launched in early 2022 as a means for FOS, FCA, FSCS, the Pensions Regulator and MaPS to work with each other on issues that could have a wider impact across industry.  This report reflects on the first year of the refreshed framework, highlights key achievements and notes changes that may be made going forwards.  Specific areas covered include: SIPPs; complaints about APP fraud, and the Consumer Duty.

FOS has published Ombudsman News 180.

The FOS has published its consultation Feedback Statement on proposed amendments to the way it reports business-specific complaints data.

The FOS has published its Plans and Budget for 2023/24 which sets out ambitions for the next financial year. 

The complaint concerned information given to the complainant by FCA.  The Commissioner recommended that FCA reviews the complainant’s issues and, in general, recommended that FCA reviews its internal systems and procedures for referring and linking cases/concerns raised about regulated firms internally on an ongoing basis and adds that FCA also “needs to be mindful that simply sending a link to the Register might not be sufficient for all consumers because not all consumers will be able to interpret the information for themselves, neither can they be expected to locate all the relevant information on the FCA’s website”.

FOS has published complaints data for H2 2022.  In total, it received 79,921 new complaints in H2 2022 compared to 72,978 in H1 2022.  FOS upheld 34% of complaints in the consumers’ favour, compared to 37% in H1 2022.

The complainant alleged that FCA, both the Supervision Hub and the Complaints Team, had been dismissive of the issues raised and treated the complainant with lack of care.  The Commissioner agreed that the complainant should have been offered information about how to make a complaint about FCA and the contact details of the Complaints Team after an email exchange and upheld this part of the complaint.   Emails.  In its response, FCA considered that an ex-gratia payment of £50 and an apology was fair remedy and did not agree to offer £100 as suggested by the Commissioner.

FOS reports that FCA has confirmed that, from 1 April 2023, the award limits will go up to: (i) £415,000 for complaints referred to FOS on or after 1 April 2023 about acts or omissions by firms on or after 1 April 2019 and (ii) £190,000 for complaints referred to FOS on or after 1 April 2023 about acts or omissions by firms before 1 April 2019.