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Connells and Santander top FOS complaints table for H2 2016

Connells and Santander had the most Financial Ombudsman Service complaints found against them in the second half of 2016, according to new figures.

New FOS data shows that both firms had 36 per cent of cases against them resolved in favour of the consumer, the highest in the ‘mortgages and home finance’ category.


Meanwhile the FOS sided with 34 per cent of the cases brought against Royal Bank of Scotland, and 33 per cent of the cases against The Mortgage Works.

Cheltenham & Gloucester, Legal and General Partnership Services and NRAM all had 30 per cent of cases resolved against them in the period.

Clydesdale Bank, Lloyds Bank, Mortgage Express and Pepper UK followed, with 28 per cent of cases brought against them decided in favour of the consumer.

The average for all financial firms is 42 per cent.

New cases

Bank of Scotland had the most FOS complaints for mortgage and home finance cases in H2 2016, with 620.

Santander followed, with 578, Barclays had 448, NRAM had 318 and Nationwide had 278.



FOS cuts 600 staff over 2016

The Financial Ombudsman Service slashed more than 600 jobs last year, a Freedom of Information Act request reveals. In January 2016, headcount at the complaints handling service stood at 3609. This had fallen to 3296 by June, and 2974 by the end of the year. The largest monthly drop came between September and October, when […]


Lender writes off debt after FOS mental illness dispute

A lender has writter off a secured loan debt following a complaint to the Financial Ombudsman Service that the product was mis-sold to a mentally-ill man. An FOS statement says that the man, known only as Mr U, was taken into care because of schizophrenia and psychosis. Mr U then fell into arrears on a […]

Your Views: FOS will determine the extent of robo advice – and it will never approve

FOS will determine the extent of robo advice – and it will never approve Regarding the recent Mortgage Strategy article on how far robo advice will penetrate the mortgage market, there is a distinct and important difference between using tech and trying to completely automate the entire mortgage advice process. As for brokers being behind […]

The return of inflation

Alex Ralph, manager of the Artemis High Income Fund, sees further pressure on government bonds as inflationary pressures build on both sides of the Atlantic.

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Absence management systems gone AWOL from UK’s SMEs, reports Jelf

A quarter (23 per cent)* of the UK’s small to medium-sized enterprises (SMEs) do not have an absence management system in place, according to new research from Jelf Employee Benefits. Despite 69 per cent* of organisations having a system in place, three-quarters (75 per cent) report that it is not providing them with sufficiently empowering absence or health data to inform an effective wellbeing programme.


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