A growing number of customers complaining to financial services companies are treated in a 'dismal' fashion, according to the Financial Ombudsman Service (FOS).
Chief Ombudsman, Walter Merricks, accused some firms of handling complaints with a "weary cynicism", while his research found this unhelpful approach is deterring almost half of consumers from taking their complaints further. "We are seeing a growing number of cases where customers who have complained to a financial business appear to have experienced treatment that is nothing short of dismal," Merricks writes in the latest edition of FOS publication, Ombudsman News. "Some in the financial services industry - currently facing significant business challenges - appear to be taking the jau...
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