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FOS Business Plan 2011-12

The Financial Ombudsman Service’s Business Plan 2011–2012 ( is now available on our website. The Business Plan summarises what we achieved in 2010–2011 and outlines what we plan to achieve in 2010–2012.

The theme for this year’s Business Plan is Enhance, Advance. This reflects the stage FOS has reached in its history. In the first three years after FOS formed in 2008, we developed integrated rules, systems and processes. This development work is now largely done, so FOS is focused on enhancing the service we provide to all our stakeholders.

Our major objectives for 2011–2012 are to:

  • eliminate and prevent dispute backlogs
  • strengthen the culture of the organisation
  • build knowledge
  • enhance relationships with stakeholders
  • grow business intelligence as the organisation grows
  • develop our people.

The Business Plan briefly outlines the strategies we are using to achieve each of these objectives.