FOS launches action plan to improve customer service

The plan is being launched in response to an independent periodic review commissioned by the FOS, also published today, the body said. It presents how the FOS will change and sets out how fair and reasonable dispute resolution can be delivered to customers more quickly. The FOS said its current operating model, introduced in 2015, was predicated on the number of complaints reducing, but this has not materialised. "Our investigators and ombudsmen have generally been expected to deal with all types of complaints, which have become increasingly varied and often more complex. This, togeth...