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The Financial Ombudsman Service (FOS) has launched new online complaint forms for consumers and professional representatives.
The updated forms are designed to provide a simplified and more responsive process, adapting questions based on the information provided and guiding users through the submission. The aim is to support clearer and more complete complaints from the outset, helping cases progress more efficiently.
The FOS is asking consumers and representatives to use the online complaint form wherever possible, although complaints can still be submitted by phone and, in certain circumstances, by email.
Members may wish to review any information provided to customers about escalating complaints to the FOS, ensuring they are directed to the website and online complaint form in the first instance.
