Fairer Finance appoints Collett to lead complaints services

After 11 years at the Financial Ombudsman Service (FOS), Melissa Collett will head up the group's complaints service. She left the FOS in July 2016 and had been working as an independent consultant.  Fairer Finance said the new services will help firms offer a better customer experience and save money by improving their complaints handling. One of the services will focus on retrospective audits of complaints, providing advice on how they could have been handled better, how results at the Ombudsman could be improved and how customer expectations could be more clearly set. The other ...