FOS boss: Providers treating complainants as numbers, not people

Tony Boorman said he "worries" when financial services executives present him with spreadsheets and graphs as opposed to information about the human interaction they have had with their customer. He said the FOS hears from consumers who feel they have been treated like a "seven-digit account or policy reference" by the firms they have complained about. This could be a "consequence of 'tick-box' compliance", he suggested before reminding firms "our job isn't about numbers - it's about individual people, their individual lives, and the very individual consequences of something going wro...