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Nausicaa Delfas: "Financial businesses' own operational difficulties played a significant part in the challenges we faced. They, like us, had to transition to remote working - and in many cases, diverted resources away from their complaint handling operations in order to prioritise their front line services."
Pension and investment complaints to the Financial Ombudsman Service (FOS) were significantly higher than expected in 2020/21 with many gripes linked to providers’ administration or customer service.
The organisation's annual report and accounts for 2020/21 while pension and investment complaints continued to account for the "smallest part" of its casework the category was important as it could involve...
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