Analysis

FOS complaint levels climbing despite Consumer Duty reforms

By 2026-01-14T08:00:00

complaints

Insurance DataLab examines the latest Financial Ombudsman Service (FOS) complaints data to question whether Consumer Duty has had the desired impact

The advent of Consumer Duty was supposed to herald an era of improved customer service for the industry’s consumers, with the new regulations aiming to ensure good customer outcomes.

But if market intelligence firm Insurance DataLab’s analysis of the latest Financial Ombudsman Service (FOS) complaints data is anything to go by, there is still some way to go.

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