FOS consult on temporary changes to reporting complaint outcomes

The BVRLA has responded to the FOS Consultation on temporary changes to reporting complaint outcomes.

The Financial Ombudsman Service (FOS) issued a consultation containing proposals to report separately on complaints settled proactively by a business before the FOS opined on these cases.

In the response, the BVRLA highlighted that chargeable fees should not remain for these complaints as the FOS would not be offering any complaint resolution service.

The BVRLA also state that as customers can still appeal these decisions, waiting times may be passed down to the customer and early complaint resolution may be not be achieved by the proposed mechanisms.