On 4 October 2021, the Financial Ombudsman Service (FOS) issued a consultation paper setting out proposed temporary amendments to the way in which it reports business-specific complaints data, in particular the “uphold rate”. The FOS is proposing that – for a limited period – complaints that are proactively settled by businesses before the FOS has issued its opinion will not count towards the business’s uphold rate. The deadline for responding to the consultation paper is 18 October 2021.
