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Secure Services on the FOS Website

In June 2011 we launched a Secure Services area on our website. The purpose of the Secure Services area is to enhance efficiencies in the exchange of information between us and our stakeholders in order to make our service even more effective. We are regularly adding new tools and features to Secure Services, and we wanted to give you an update.
Currently we only offer Secure Services to our members. Secure Services streamline and enhance communication between FOS and members by:

  • enabling members to easily administer their memberships
  • giving members powerful tools for analysing the disputes they have been involved in
  • serving as a secure repository of up-to-date disputes data, member contact details and invoices
  • reducing the volume of letters and emails passing between FOS and its stakeholders.

We are also developing Secure Services for our other stakeholders, including consumers and consumer representatives.

What services are on offer?

Here are the services we already offer or soon will be offering through Secure Services.

1. Contact details – AVAILABLE NOW
A member can review and update their contact details and contact types. Any changes they make will feed directly into our membership database and link to our case management system.

2. Dispute reports – AVAILABLE NOW
FOS sends monthly reports on disputes still open and disputes closed to members who have had any open disputes during the month. Members now receive these monthly reports through Secure Services. This new reporting method has significant benefits for members:

  • Archiving. The Secure Services area serves as an archive of all a member’s reports. So members no longer need to worry about storing (and potentially losing) emails and PDF files. The archive covers the entire period in which our current Terms of Reference have been operating – that is, from 1 January 2010 onwards.
  • Multiple formats. The reports can be viewed online or downloaded as a PDF or Excel file, so there should be a format to suit every purpose.

3. Case searching tool – AVAILABLE NOW
Members can search for a particular case or all the cases that meet certain criteria (status, product, issue, date received, date closed, etc). For example, a member could search for all financial difficulty disputes about home loans that were brought to FOS by one of its customers between 1 July and 30 December 2010.
The information for the case search tool is updated from our case management system every night. Members can get information about their active cases as well as historical information about closed cases. The results include contact details for the applicant and what stage the case is at within our process.

4. Membership certificate – AVAILABLE NOW
Members can download their certificate each year after paying their annual levy.

5. Invoicing – AVAILABLE NOW
Members can now pay invoices online by credit card. They can view the status of all their invoices, so they can see what is unpaid at any time, and they can print invoices (both paid and unpaid). There are also fact sheets explaining our funding model, case fees and user charge.

6. Systemic issues reports – AVAILABLE THIS MONTH
Members who have had open systemic issues receive a report on these issues at the end of each month. Starting with the December 2011 reports, we will be delivering systemic issue reports through Secure Services.

7. Disputes dashboard – COMING SOON
FOS sends to members who have had open disputes a Summary of Dispute Activity report at the end of each quarter. This report is being developed into an interactive disputes dashboard that will sit within the Secure Services area.

8. Consumer representative services – COMING SOON
Legal aid workers and other consumer representatives who regularly represent clients in disputes at FOS will soon be offered their own suite of services. They will be able to update their contact details and get online information about cases. They will also be able to fill out an online dispute form that is linked to their contact details, so they will not need to repeat their information for each dispute they lodge.

How to start using the Secure Services area

Many of our members have already registered for access to the Secure Services area, and we encourage all our members to do so.

Go to to obtain a username and password. You must be listed as a contact for your business in our membership database to be able to register. FOS holds the contact details of one or more staff from each member in its membership database.

For more detailed information on how to register, please refer to our Guide to Secure Services:

If you have any trouble registering for or using Secure Services, please email