Independent reviewer largely exonerates FOS

Appointed after Dispatches investigation

Victoria McKeever
clock • 3 min read

Independent reviewer Richard Lloyd has rejected many of the allegations made against the Financial Ombudsman Service (FOS) in the Channel 4 Dispatches documentary that aired in March.

In the report, published today, Lloyd concluded: "I have found that the FOS provides an effective and essential service for many thousands of people. "It is important that more consumers use the FOS, knowing that it is not institutionally biased against them, while realistic about its limitations and aware of their right to escalate complaints. "But to retain public confidence the FOS must work hard to continuously improve the service it provides for consumers and businesses." Lloyd, the UK chair of resolution service Resolver, was appointed to conduct an independent review of the ...

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