The FOS explained that in-order to avoid complaints to the FOS, firms should respond to any client concerns promptly and acknowledge that they understand their dissatisfaction and either express regret or apologise.
However, the FOS emphasised that it was essential firms made their clients aware of referral rights. Emma Parker, press officer at the FOS, said: “A lot of the work FOS does is looking into ways that a complaint can be resolved before involving FOS. That said, it is important that firms inform consumers of their referral rights to the Ombudsman.”
Once a complaint had been submitted to the Ombudsman, the FOS recommended that firms help their case by keeping records for evidence.
Andy Pratt, chief operations officer at Alexander Hall, admitted that guidance in this area would help the industry. He said: “Any information that is published to help firms deal with complaints can only be a good thing, especially for small businesses. If firms can follow guidelines that will settle complaints before involving a third party both the firm and the consumer benefit.”
