You are here: Home - News -

FOS and FCA should consult on new levy for ombudsman, review finds

  • 12/07/2018
  • 0
FOS and FCA should consult on new levy for ombudsman, review finds
The Financial Ombudsman Service (FOS) and Financial Conduct Authority (FCA) should consider a new levy funding structure to meet the costs of the ombudsman, an independent review has recommended.


Medium-term costs based on case volumes should be predicted by the FOS, with the levy matching this projection with risks that firms bring to the market factored in, according to the review carried out by Richard Lloyd.

The review investigated claims of bias towards financial institutions, poor service, delays in case handling and other issues raised in a Dispatches programme on the ombudsman aired earlier this year.

In summary, Lloyd said he had found the FOS “provides an effective and essential service for many thousands of people”.

He added: “It is important that more consumers use the FOS, knowing that it is not institutionally biased against them, while realistic about its limitations and aware of their right to escalate complaints.

“But to retain public confidence the FOS must work hard to continuously improve the service it provides for consumers and businesses.”


Identify gaps in capability

Lloyd made a number of recommendations on service, organisation, governance and finance, including the funding levy and projection costs.

On service, he said the FOS should identify gaps between existing capabilities and what is needed for the future, then plan for continuous improvement to ensure that the quality of casework, including complex cases, is sufficiently robust and consistent.

Lloyds also recommended the FOS should review its investment in information technology and build consumer-facing technology that enables people to better manage their complaints.

It was also advised that strategic planning should be less top-down and “informed by a wide range of experience and expertise within the FOS”.


Up to the job

The Treasury Select Committee is to next week hold an evidence session on the FOS review.

Nicky Morgan, chair of the Treasury Committee, said: Trust in the FOS has been damaged.

“The report makes a series of recommendations for the board to consider in order to improve confidence in the quality of the FOS’ work, and in turn, in the financial services industry.

“The board must now demonstrate that they are up to this job.

“The committee will scrutinise the report in detail when it takes evidence from Mr Lloyd and the chief executive and chair of FOS next week.”

There are 0 Comment(s)

Comments are closed.

You may also be interested in

Business Skills

In this section, we offer short ‘how to’ guides on harder to crack areas of business. From social media, to regulation or niche product areas, we cover it all.


Our journalists interview key industry entrepreneurs, strategists and commentators for day-to-day market insight and a strategic view of where the industry is heading. We offer lessons for success and explore the opportunities for your business

Success in Practice

Here, we share case studies fleshing out best practice to help you decide what could work for your business. Take a look at how others approached complex tasks like launching a new mortgage lender, advising on a new product area or deciding to specialise in another. Learn from others mistakes and triumphs.


Each week, we ask top mortgage and property commentators with a unique perspective to examine a key news headline, market move or regulatory or political issue.


Vote in our weekly poll here. It’s your chance to tell us what you think and be heard on the top news stories of the week. Review our archive to find out what your industry really thinks and all our coverage of the results.

Top Comments

Be part of the conversation on Mortgage Solutions. We want to hear from you. We have a tool called Disqus to tell us which stories get the most comments each week. Every Friday, the team picks the most thoughtful or opinionated contributions from our readers to enjoy again. Don’t forget to share your favourite stories from the site on social media to keep the conversation going.
Read previous post:
A house surrounded by falling percentage symbols
Lenders predict less rate competition in Q3

Mortgage lenders believe demand for remortgage finance will continue to grow in the third quarter of 2018 while house purchasing...