MP and chair of the Treasury Committee Nicky Morgan has written to the Financial Ombudsman Service (FOS) after a Dispatches documentary accused the body of undertraining and pressuring its staff to 'churn out' caseloads.
Morgan sent a letter to FOS chief executive Caroline Wayman following the Dispatches programme, which aired on Monday 12 March.
In it, Morgan asked the ombudsman for evidence to ensure Parliament that the problems identified in the Dispatches programme have not led to poor decision making when solving cases. She also asked the body if it recognised there is a potential bias in siding in favour of a financial body, as the programme suggested.
Additionally, she asked for the number of people affected by the alleged mishandling of cases, and for a comment on the training and specialists of the ombudsman's staff.
"The Committee would welcome any other comments that the FOS might wish to provide on the issues raised on the programme. In particular is it your intention to hold an internal review into any or all of the issued raised in the programme?" she added.
The Channel 4 documentary suggested employees were not adequately trained to deal with cases and that people lose out because it's 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".
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