FOS confirms independent review after Dispatches exposé

Channel 4 programme raised issues

Tom Ellis
clock • 1 min read

The Financial Ombudsman Service (FOS) has confirmed it is to be independently reviewed following the Dispatches documentary that claimed to unearth a number of issues with the Ombudsman.

The Channel 4 programme painted the FOS in a negative light, suggesting employees were not adequately trained to deal with cases and that people lose out because it is easier to let down a complainant rather than persuade a business of the decision taken. An undercover reporter secretly filmed interviews with FOS employees who admitted to not being fully competent at their jobs. One admitted to googling different products, while another said the customers often know more about the product than the investigators because they are "so invested in their own complaint". Staff also talked o...

To continue reading this article...

Join Professional Adviser for free

  • Unlimited access to real-time news, industry insights and market intelligence
  • Stay ahead of the curve with spotlights on emerging trends and technologies
  • Receive breaking news stories straight to your inbox in the daily newsletters
  • Make smart business decisions with the latest developments in regulation, investing retirement and protection
  • Members-only access to the editor’s weekly Friday commentary
  • Be the first to hear about our events and awards programmes

Join

 

Already a Professional Adviser member?

Login

More on Companies

ValidPath launches client buyout programme for retiring IFAs

ValidPath launches client buyout programme for retiring IFAs

Designed to help with a ‘comprehensive succession and acquisition solution’

Isabel Baxter
clock 02 July 2025 • 4 min read
How one advice firm's consultancy fee charge 'adds value'

How one advice firm's consultancy fee charge 'adds value'

‘We felt that it isn’t right for us to only be rewarded by making a transactional sale’

Isabel Baxter
clock 01 July 2025 • 4 min read
Evelyn Partners completes sale of fund solutions business

Evelyn Partners completes sale of fund solutions business

75 staff to move over to Thesis

Patrick Brusnahan
clock 01 July 2025 • 1 min read