University researchers have accused the service of overstating the number of cases it has upheld in favour of the people who complain to it
People who go to one of the UK’s main customer complaints bodies for help are being “misled” about their chances of success because it is inflating the number of cases upheld in favour of consumers, an academic study claims.
Researchers from Warwick University say they have uncovered “some very concerning practices” at the Financial Ombudsman Service (FOS) relating to how it handles complaints, and that the “genuine” customer success rate is a lot lower than the published figure.
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