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The FOS Approach to Assessing Special Circumstances

Before we make a formal written decision (called a Determination), we must make sure that the consumer and the financial services provider have had the chance to look at any documents the other party has provided to us, if we plan to rely on those documents in the Determination. We cannot reach a decision in a Determination if we need to rely on documents that the other party hasn't had a chance to see.

The only exception is if we decide that the document should not be exchanged with the other party because special circumstances apply.