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.