FOS confirms independent review after Dispatches exposé

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...