Financial Ombudsman Service (FOS)
Why can’t the FCA see and act on the full claims picture?
Editor’s View: Emma Ann Hughes argues the Financial Conduct Authority can either continue to defend its frameworks after Which?’s super-complaint or accept that collecting data is meaningless unless it triggers earlier, tougher and more visible intervention against providers that repeatedly fail policyholders.
Motor insurers pay out £885m in redress but complaints begin to ease
Motor insurance continues to be the most complained about product in UKGI, according to an exclusive analysis of Financial Ombudsman Service (FOS) complaints data by market intelligence firm Insurance DataLab.
Blog: Why knowing your customer is critical for pet insurers
Rising costs and growing complaints are testing the UK pet insurance market like never before. CRIF’s Sara Costantini explores how truly knowing customers and their pets can build trust, reduce risk and meet rising regulatory expectations.
Which? makes super-complaint against FCA over insurance failings
Which? has issued a super-complaint to the Financial Conduct Authority, accusing the regulator of failing to tackle persistent problems in the home and travel insurance markets.
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.