Introduction from Colin Neave

Welcome to the Financial Ombudsman Service Circular.

The Circular is designed to facilitate dispute resolution by providing practical information and explaining our approach on substantive issues.

The items in this Circular answer some of the frequently asked questions about:

• FOS's approach to certain types of disputes including insurance claims about: flood damage and driving under the influence
• practical aspects of our new dispute resolution process including: how the 45 days allowed for internal dispute resolution operates and the role of case workers
• what information parties need to provide to assist their cases when seeking to establish that a document was sent or non disclosure in relation to insurance claims
• FOS's approach to aspects of the Terms of Reference (TOR) including which general insurance disputes will be considered by an ombudsman

As we continue to see a high number of consumers in financial difficulty, this Circular addresses how we assess claims where an insurance policy excess may not have been paid because of financial difficulty.

We also include an update about the change to paragraph 6 of our TOR which sets a reduced time frame for internal dispute resolution for certain types of disputes.

We welcome your feedback about how we can improve the Circular so that the information we send you is relevant, timely and succinct.

Regards,
 

 
Colin Neave
Chief Ombudsman