Financial Ombudsman Service (FOS)
FOS looking to improve its ‘value for money’
The Financial Ombudsman Service is actively working to justify its cost to the industry through its overhaul consultation in July, delegates at the Chartered Institute of Loss Adjusters conference have heard.
Is the pet insurance market delivering fair value?
As vet bills increase and complaints grow, Sam Barrett explores how the pet insurance sector is responding to consumer confusion, cover gaps, and cost pressures.
Wedding venue’s Covid fight with RSA drags on
A Devon wedding venue’s dispute with its insurer RSA is still rumbling on more than five years after the first government Covid restrictions were put in place, and more than eight months after the complaint it lodged with the Financial Ombudsman Service…
FOS motor finance cases fall but still top complaints issues
The number of motor finance commission complaint cases referred to the Financial Ombudsman Service in between the start of April and the end of June dropped to 21,500 cases from 36,000 cases in the first three months of this year.
CII’s Connell on how case studies are key to understanding vulnerability
Trade Voice: Dr Matthew Connell, director of policy and public affairs at the Chartered Insurance Institute, says insurers should use case studies, like those from the ombudsman, to better recognise, understand and respond to customer vulnerability.
FCA and ombudsman to overhaul compensation system
The Financial Conduct Authority and the Financial Ombudsman Service have unveiled plans to reform the consumer compensation system.
ABI’s Otudeko on weeding out excessive regulation
Trade Voice: David Otudeko, the Association of British Insurer’s director of regulation, argues regulators need to recalibrate in order to support innovation and growth.
AI will have a greater role to play in claims despite initial hesitancy
While the insurance sector has reservations about artificial intelligence being used to decline claims and determine liability, the technology is going to have a greater role to play in claims, including larger ones.
Power List: Ones to watch in insurance in 2025
These industry leaders narrowly missed out on a place in this year’s Insurance Post Power List, but based on their role, career to date and growing influence look set to feature in future rankings.
Insurance industry’s most powerful players revealed
Making multi-billion-pound takeover bids for rivals and challenging political posturing is what it took to secure the top spots on Insurance Post’s 2025 Power List.
Rachel Lam named interim ombudsman MD
Rachel Lam is now interim managing ombudsman director of the Financial Ombudsman Service, as Jenny Simmonds and James Dipple-Johnstone temporarily step into the shoes of Abby Thomas.
FOS sets redress target as it predicts complaints increase
The Financial Ombudsman Service has set itself a target of resolving 270,000 cases in the 2025/2026 year, representing a 20% increase compared with the previous year.
Hear from Thatcham, the FOS, Aviva, DLG and Allianz at Claims Club
The Claims Club 2025 programme kicks off on the morning of the 25 April at Events No6 in London and you can sign-up to attend now.
Labour demands regulators cut red tape
Chancellor Rachel Reeves met with “top regulator bosses” in Downing Street today (17 March) to demand they cut the administrative cost of regulation on business by a quarter.
MPs demand answers surrounding FOS CEO’s exit
The Treasury select committee has written to both the Financial Conduct Authority and Financial Ombudsman Service about the circumstances which surrounded the departure of CEO and chief ombudsman, Abby Thomas, last week.
Throwback Thursday: Labour’s red tape promise; FOS complaints
Insurance Post’s Throwback Thursday steps back in time to February 1995 to remind you what was going on this week in insurance history when the ombudsman predicted an uptick in general insurance complaints and Labour promised to create more red tape.
Wedding insurance ensures the big day goes without a hitch
To mark Valentine’s Day, Insurance Post news editor Scott McGee discusses the wedding insurance market in 2025 with ombudsman Rachel Lam and Voyager’s Adam Underhill.
FOS to charge CMCs to refer cases
The Financial Ombudsman Service has announced it will charge claims management companies £250 to refer cases to the service from the start of April.
Abby Thomas steps down as ombudsman CEO
Abby Thomas, CEO and chief ombudsman at the Financial Ombudsman Service, is stepping down.
Big Interview: Adam Humphrey, Global Risk Solutions & Cila
"Relevance" is vital to Adam Humphrey, CEO of CCS & GRS International at Global Risk Solutions, who wants to use his year as president of the Chartered Institute of Loss Adjusters to raise the sector’s game.
Cila President outlines plan to avoid future FOS roastings
Adam Humphrey, president of the Chartered Institute of Loss Adjusters, has revealed changes at the professional body that should prevent the Financial Ombudsman Service criticising the sector again.
ABI’s Gurga urges regulators to slash red tape
Hannah Gurga, director general of the Association of British Insurers, has urged the government and regulators to grab Alexander the Great’s sword and slash through the Gordian knot of regulation.
Wheels in motion for changes that benefit insurance customers
Following her attendance at inaugural meeting of the government's motor insurance taskforce, Rocio Concha, director of policy and advocacy at Which, shares her hopes for robust action from the regulator to make the sector work better for customers.
Alarm bells ring over uptick in buildings insurance complaints
A sharp increase in buildings insurance complaints has sounded alarm bells within the Financial Ombudsman Service.