Published by: Financial Ombudsman Service Search for original: Link
Key Take Aways
The Financial Ombudsman Service is consulting on further differentiation of case fees, proposing options by case stage and outcome to better align costs with work intensity.
A primary recommendation is charging by case stage, with lower fees for early resolution processes such as proactive settlement, and higher fees at later, more complex stages.
Differentiation by case outcome is also under consideration, with higher fees for upheld cases where the complaint is found in favour of the consumer, particularly expanding to non-represented cases.
The organisation aims to implement these fee structures from April 2027/28, following a digital system modernisation, which would support transparency and efficiency.
Billing processes are set to be simplified by moving from free case allowances to a monetary annual allowance, with a proposed £2,000 threshold for firms and professional represent...
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