Insights
Analysis and commentary on UK financial complaints, the Financial Ombudsman Service, and the rules that shape them.
Articles, notes and commentary from Atago Green on the FOS, financial complaints handling and Consumer Duty. Written by Abby Thomas — former CEO and Chief Ombudsman of the Financial Ombudsman Service — and colleagues.
The Consumer Duty's hardest requirement to evidence has always been "reasonable steps to avoid foreseeable harm". The March 2026 FOS reforms sharpen — not weaken — the link between Duty compliance and FOS outcomes.
By Abby Thomas
The uphold rate by product is the default headline metric in complaints MI. On its own it is a thin signal. Four complementary measures sharpen the picture.
By Abby Thomas
Vulnerability-related FOS decisions in collections, forbearance and default cases rose by around 70% year-on-year. Uphold rates fell by 16 percentage points. Three competing readings, one operational implication.
By Abby Thomas
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