FOS: We won't charge complaint fee

In the FOS' 'Ombudsman News' a business suggested that a complainant should pay a fee if the case is found in the firm’s favour to "deter off the cuff, "standard letter" type complaints."

The FOS responded:

“We understand the strength of feeling that exists about this issue – particularly among smaller businesses, who might be worried about the prospect of being charged a case fee. But Parliament decided that a free ombudsman service underpins confidence in financial services.

“And like many other public services, the fact that our service is ‘free at the point of use’ recognises that some of the people most in need of help might not be in a position to pay for it. So our view on charging customers is very unlikely to change.”

FOS said that they could not charge more than many direct debit payments, overdraft charges and money transfers when many of their complaints are from consumers in 'significant financial hardship'.

They added that for someone missing or making only minimum payments on high-interest debt, a £50 fee is "clearly far from nominal", and that such a charge would make no economic sense for people questioning small amounts of money.