FOS managers authorise £61,000 in FOS poor service compensation payouts in 15 month period

An FOI request asked FOS to publish the numbers of complaints handled by senior managers about FOS poor service. Between the dates of 25/6 2014 and 17/9/2015, senior managers handled 1250 complaints.   Of these they offered compensation to 266 complainants, totalling almost £61,000 with an average payment of about £226.   Amounts varied between £25 and £2500.

Quite a lot must have gone wrong to merit such figures, with complaints arriving on managers’ desks at the rate of over 80 a month.  There is no indication of what the poor service comprised.  FOS has declined a further request for more details, on the basis that the questioner has not given an address for correspondence, even though they have replied to her previous requests.

FOI request
FOS’s response spreadsheet with the figures (this may download file which you then have to open)

Categories: FOI, FOS

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