Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what estimate her Department has made of the potential impact of the proposed reforms to the Financial Ombudsman Service on complaint resolution times.

On Monday 16 March, the government published a response to its consultation on reforming the Financial Ombudsman Service (FOS), confirming that the government will legislate to stop the FOS acting as a quasi-regulator and provide greater coherence with the Financial Conduct Authority (FCA).

The reforms will return the FOS to its original role as a simple, impartial dispute resolution service which will enable it to focus on its core purpose of dealing with individual complaints against financial services firms quickly and effectively. The introduction of an absolute time limit and changes to the handling of mass redress events will reduce the number of cases the FOS considers and ensure that complex cross-cutting or historic issues are dealt with appropriately. Together, these reforms should improve complaint resolution times for cases handled by the FOS.

The reforms will benefit both consumers and firms by improving the consistency and predictability of FOS determinations and providing greater certainty for consumers and financial services firms.

This is expected to particularly support small financial services firms who have complaints against them referred to the FOS. The new thematic reports being introduced will make it easier for firms to draw relevant lessons from FOS determinations, which should support improved complaint handling and result in fewer complaints being referred to the FOS. And the new absolute time limit from bringing complaints to the FOS will benefit by being better able to assess potential historic liabilities. Some smaller financial services firms may also be eligible to bring complaints to the FOS themselves, and would also benefit as a complainant.