View more on these topics

FOS faces criticism for new funding structure plans

The Financial Ombudsman Service has been criticised for its consultation on proposed funding changes that would see the proportion of the income it receives from its levy compared with case fees re-balanced.

In a call for input response on the consultation, the Building Societies Association suggests the funding proposal goes against the “polluter pays” approach to funding consumer complaints.

It says the new structure proposed by the FOS will see firms that generate fewer complaints subsidise firms that account for the majority of complaints.

The FOS launched its consultation last month calling for changes to its future funding after it de-scales operations in September.

The Ombudsman is hoping for a 50/50 split of costs between case fees and the all-firm levy. Currently, 15 per cent of FOS funding comes from the levy with the remaining 85 per cent from case fees.

BSA chief executive Robin Fieth says: “I recognise the desire of the FOS for more stable funding in a post-payment protection insurance world, however there is a fundamental mismatch between this and the reality of their operational peaks and troughs.

“It is perverse that the recommended funding model will benefit firms with poorer customer service at the expense of those with a far better record of fair treatment.”

BSA’s submission to the FOS says a risk-based model for its funding “should not be impossible” and that FOS should consider a “polluter pays” concept where firms’ contribution is adjusted relative to its complaints profile.

Talk of risk-based levies across the industry to split costs more accurately between firms based on behaviour is not limited to the FOS.

Many in the industry continue to push for this model to be implemented for the Financial Services Compensation Scheme after advisers were hit with an additional £69m levy earlier this year.

Rather than a structural change to fees for its funding, the FOS could consider taking the case fee upfront rather than at a complaints’ resolution, the BSA says.

With the Ombudsman set to significantly cut operation output next month after the 31 August PPI deadline, the BSA is also using the call for input to push for a reduction of spending

Around a third of total costs for the FOS are currently paid to contractors to take on to handle high complaint volumes.

Fieth says: “The FOS has navigated the troubled waters of mass claims well, however we see this proposal as a serious misstep and we urge them to drop it.”

Feedback on the consultation is due tomorrow, while another call for input will open in December on FOS plans and budgets for 2019/20.

The proposed implementation date from the findings is 1 April 2020.



FCA appoints new FOS chair

The FCA has appointed Zahida Manzoor as the new chair of the Financial Ombudsman  Service. Manzoor will replace Nicholas Montagu, who is stepping down from the position after seven years in the position. Prior to her new appointment, Manzoor served as House of Lords government whip and minister, having been appointed to the House of […]

FCA confirms FOS compensation limit hike

The Financial Ombudsman Service compensation limit will increase from the current £150,000 to £350,000 from 1 April, it has been confirmed today. In a policy statement, the FCA says the development will allow the ombudsman to require financial services firms to pay significantly more compensation to consumers and businesses. From 1 April, the current £150,000 […]


Mortgage possessions claims rise 39%

Repossession claims have risen 39 per cent from Q2 2018 to Q2 2019, according to data collected by the ministry of justice. This increase represents the fourth consecutive month in which mortgage possession claims rose, reaching 6,179 in Q2 2019. The research also shows that mortgage orders, warrants and repossessions by county court bailiffs have […]

Health Shield

Product guide — health cash plans to suit all shapes and sizes

This guide, called ‘Health cash plans to suit all shapes and sizes’, provides information on Health Shield’s standard and tailored cash plans, which are designed to satisfy all business and employee needs. Each scheme can be offered on a voluntary, company-sponsored or flexible-benefits basis.


News and expert analysis straight to your inbox

Sign up

Why register with Mortgage Strategy?

Mortgage Strategy continues to be the market-leading B2B mortgage publication in the UK, and provides trusted, independent insight with the aim of helping, promoting and analysing the latest developments for mortgage professionals.

News & analysis delivered directly to your inbox
Register today to receive our range of news alerts including daily and weekly briefings

Mortgage Strategy Events
Be the first to hear about our industry leading conferences, awards, webinars and more.

Research and insight
Take part in and see the results of Mortgage Strategy's flagship investigations into industry trends.

Have your say
Only registered users can post comments. As the voice of the adviser community, our content generates robust debate. Sign up today and make your voice heard.

Register now