Allowing companies to appeal Financial Ombudsman Service rulings in favour of consumers should not be allowed as it would make an already protracted process even longer and set a dangerous precedent for other Ombudsmen, says the National Consumer Council.
The statement comes in the NCC’s submission to the consultation on the future role of the FOS as part of the review of the FSMA 2000. Allowing appeals would undermine the FOS and reduce consumer confidence, and weaken consumer protection, the NCC says. ‘There has to be some authority to make a final decision on disputed cases, and the ombudsman – who is independent and accountable through Parliament – is the proper authority to do so,” says Jill Johnstone, director of policy. The FOS’ own satisfaction survey shows 70% of firms already believe its decisions are “generally fair”, the...
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