Member resources

We resolve thousands of disputes each year. These case studies highlight the trends we are seeing, and are based on actual disputes we have considered. Read more

If we can’t resolve a dispute through negotiation or conciliation, we may make a written decision. All of our decisions are based on what is fair in all the circumstances, taking into account the law, any applicable industry codes of practice, and good industry practice. You can read past Determinations by searching our decisions database.

Our Terms of Reference set out the types of disputes we can consider, and outline our dispute resolution process and reporting obligations. The Operational Guidelines to our Terms of Reference give more detail about how we apply these rules.

We have created a series of documents that explain how we reach decisions about key issues. Click here to read FOS Approches relating to common issues and dispute types that we receive.

The Comparative Tables present dispute statistics about financial services providers that are members of FOS. For each financial services provider listed, the tables show the likelihood of a dispute coming to FOS, the average time it took to reach a resolution, and the outcomes achieved through our resolution process. Click here to access the latest Comparative Tables.

View presentations from past events and learn about upcoming member events and how you can be involved. Click here for the events calendar and registration details.