On 1 April 2019, the FCA increased the Financial Ombudsman Service’s award limit from £150,000 to £350,000. This applies to complaints referred to the Ombudsman service on or after 1 April 2019 about firms’ acts or omission on or after that date.
The limit for complaints referred to the service on or after 1 April 2019 about pre-1 April acts or omissions, was increased to £160,000.
These limits are adjusted each year to ensure they keep pace with inflation. This is done by applying the percentage increase in the Consumer Prices Index (CPI) between January 2019 and January of the relevant year, and rounding the adjusted figure down to the nearest £5,000.
Following the publication of the CPI figures for January 2020, the award limits are increased as follows:
- For complaints referred to the Ombudsman service on or after 1 April 2020 to £355,000 for complaints about acts or omissions on or after 1 April 2019.
- There will be no changes to the other limits.
Ensuring the fair treatment of customers in vulnerable circumstances
Richard Foster Compliance 2021, 2022, complaints, FCA, Pension, Pension Transfer, PI, TCF, transfer, vulnerable
With Consumer Duty requirements set to take effect in Q2 2023 and ahead of the final rules being published – expected in July 2022 – firms should consider the FCA’s findings in relation to how firms are dealing with vulnerable customers so far. In February 2021, the FCA published FG21/1 ‘Guidance for firms on […]