Part I - Understanding FOS - Understanding and dealing with The Financial Ombudsman Service

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Understanding and dealing with The Financial Ombudsman Service – A complaints strategy course in three parts

A new case study-led strategy course for FOS complaints management, designed for managers.

Part I – ‘Understanding FOS’                                                                                 

  • Defining contemporary issues firms experience with FOS, including inconsistent uphold rates and leading views, data and evidence problems.  
  • Understanding FOS’ legal basis and how it interacts with FCA regulation
  • Investigating how FOS interprets regulation:
    • The ‘Fair and reasonable’ test and its practical and moral dimensions.
    • FOS’ emphasis on ‘affordability principles’ within complaints handling
  • Understanding how FOS uses and interprets evidence (data releases), including how FOS publicly communicates what issues it is interested in and what to look for
  • Being aware of FOS and media influence
  • How FOS is funded, and how it will change in 2020.

COVID-19 case focus

The course will emphasise how firms should manage complaints in light of coronavirus, by clarifying FOS views on COVID-19 forbearance, and how these interact with FCA temporary guidance. 

 Delegates will be encouraged to share experiences and understand common issues.

Event details

Event Date 04 Jun 20
Event Times 10.00 - 13.00
Event Venue On-Line Course
Event Price Members £238.80 inc VAT
Non members £358.80 inc VAT
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