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...

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