FOS disputes becoming more combative

According to Natalie Ceeney, chief executive and chief ombudsman at the regulator, the not so welcome trend has developed as a response to tough economic times. "A hardening of attitudes on both sides means that disputes are becoming more hard-fought," she says. "Some businesses are clearly taking a more legalistic approach, consumers are increasingly less willing to concede, and there is a growing reluctance to reach agreement. "As a result, a larger proportion of the cases referred to us are those that are particularly complex and difficult to resolve - with increasing numbers of...