complaints handling

A law firm has launched a complaint investigation service for advisers to help them head off grievances before they reach the Financial Ombudsman Service (FOS).

The proportion of complaints against advisory groups found in favour of the consumer is significantly below the average for the sector, the Financial Ombudsman Service's (FOS's) latest data shows.

The Financial Conduct Authority (FCA) has said a project considering the re-introduction of a 'long-stop' on advice complaints being referred to the ombudsman will continue despite initial concerns it could be incompatible with European legislation.

Prudential has topped the Financial Ombudsman Service's (FOS) list of most complained about pension firms after consumer gripes against the firm were up 2% on the previous half year.

The Financial Ombudsman Service (FOS) has fended off an increasing number of pension complaints in the first quarter of this year as the number of complaints increased but uphold rates dropped.

The financial services regulator has apologised to an adviser who claims an employee swore at him during a telephone conversation.

The Financial Ombudsman Service (FOS) is failing to take all evidence into account when ruling on complaints against advisers, and is sometimes not giving reasons for its decisions, advisers have claimed.

The Financial Ombudsman Service (FOS) has warned advisers and paraplanners that "ticking all the boxes from a compliance point of view" may not be enough to win in a complaint case.

Financial services businesses can benefit from getting complaints as they provide valuable feedback on how the firm is doing, acting chief executive of the Financial Ombudsman Service (FOS) Tony Boorman has said.

The number of complaints upheld against networks and nationals by the Financial Ombudsman Service (FOS) have dropped in the last half year, figures show.