APFA publishes guidance paper on FOS

APFA has highlighted certain cases and decisions that demonstrate some of the advice community's most pressing concerns with the FOS's decision-making and also asked the FOS to explain further its processes and approach in these areas. As well as setting out and clarifying FOS policy on issues of particular concern to members, such as accessibility of investigators, compensation and splitting cases, the paper outlines what APFA members can do if their experience does not match the way the FOS has said it would expect its staff to handle a case. APFA senior policy adviser Caroline Esco...