Receiving a letter from the ombudsman saying a customer has made a complaint does not mean a case has been opened, the Financial Ombudsman Service (FOS) has advised.
In response to a query from a financial adviser, who had received a letter from the FOS saying a customer had made a complaint, the FOS clarified it did not open cases unless the complained about party has been informed of the gripe first. It also said it would only proceed to officially open cases - and start charging firms for the process - if the customer is unhappy with the firm's response. The FOS charges firms for the cost of investigating a claim regardless of the outcome. But it does not charge it for the first 25 claims brought against it in a year. It emerged in September...
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