This story has just appeared on FT Adviser web site, but its not so surprising…FOS are quite open about this policy as can be seen from the clip below taken from a recent FOS Annual Review.
“Because of the way ombudsmen share knowledge with adjudicators – and because our approach is well-established in most areas – it’s unusual for an ombudsman to reach different conclusions to the adjudicator who initially looked at a complaint. In 92% of final decisions this year, the ombudsman didn’t recommend anything different to the adjudicator. Where they did, it was usually because new facts or evidence came to light only after the adjudicator had given their answer.”
Actually things are changing at FOS. The way of working and considering complaints is becoming more team oriented. Perhaps the percentage will change…I wonder which way it will go ?