Financial Ombudsman Service

Less than 10 complaints for income protection

Liam Coleman takes the role

‘Significant training gaps’ identified

Consultation part of the advice guidance boundary review

Higher fee to claims management companies

Commitment to resolve 17% more cases

64% of all advice suitability complaints were upheld

Total of 181,300 complaints forecasted

“These behaviours diminish confidence in insurance”

Across transparency, trust, happiness and complaints categories