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Issue 19 - November 2014

Introducing the new FOS Approach


The FOS Approaches are a series of documents that we hope will assist individuals, small business owners and financial services providers to better understand how we reach decisions about key issues on certain topics.

If a dispute comes to FOS, we want to do everything we can to help the dispute resolve as quickly as possible.

By sharing the way we approach different types of disputes - the issues we will look at, the things we will consider, and the relevant Codes, legal principles, obligations and industry best practice that we will apply - members, consumer representatives and consumers will better understand how we will deal with their disputes.

In conjunction with the Plain English Foundation, we have revised how we produce the Approach documents, with the intention of making them easier to read and use. In this edition of The Circular you will find the first two FOS Approach documents to be produced in the new format (the FOS Approach to Mortgagee Sales and the FOS Approach to Excluding Disputes).

The aim is to align the FOS Approach documents more closely to the new format of our recommendations and determinations. These have also been developed with the assistance of the Plain English Foundation. If you have any feedback on the new FOS Approach documents you can share this with us at

Each dispute that comes to us is unique in nature, so the information in a FOS Approach is a guide only. No determination (decision) can be seen as a precedent for future cases, and no FOS Approach document can cover everything you might want to know about key issues.

Visit to see all the available FOS Approach documents.