FOS chair: Still work to be done to improve organisation

‘Our customers deserve better,’ says Zahida Manzoor

Jenna Brown
clock • 2 min read

The Financial Ombudsman Service (FOS) has made progress to address its backlog of cases which caused “unacceptable delays” but more remains to be done to improve the body’s service levels, its chair has said.

Baroness Zahida Manzoor (pictured) said the body had worked towards changing and improving during the past year in line with its action plan that followed an independent review. Writing in the organisation's annual report and accounts for the year ended 31 March 2022, she said the review was commissioned against the background of long queues that were causing unacceptable delays for all our customers, and a need to put the FOS on a financially viable footing. Manzoor said: "Our performance saw us cutting our backlog of unallocated cases by over half and making significant progress in ...

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