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Complaint handling articles

Complaints Publications

“FCA v Arch Insurance – Supreme Court partially rescues the insured”, Compliance Monitor, 5 March 2021

“The devil in the detail of business interruption insurance”, Compliance Monitor, 11 November 2020

“Embedding fair treatment of vulnerable customers”, Compliance Monitor, 12 October 2020

“How to handle ‘impossible complainants’”, Compliance Monitor, 7 September 2020

“Adams v Options Sipp – regulatory feebleness towards SIPP providers”, Compliance Monitor 13 July 2020

“Complaint Handling: The Technique that (Almost) Nobody in the Conflict Resolution World Talks About”, 38 Alternatives 109 (2020)

“U.S. Class Actions v. U.K. Mass Claims, 37 Alternatives 153 (2019)

“Consumer credit cases soar at FOS”, Compliance Monitor, 9 July 2019

“The FOS Annual Review Analysed, Compliance Resource Network, 21 June 2019

“FOS future difficult to predict”, Financial Adviser, 13 February 2019

“FOS in focus – the Lloyd Report”, Compliance Monitor, 31 August 2018

“Then and now: 12 years of financial services complaint-handling, Compliance Monitor, 12 September 2017

“2016/17 annual report of the Financial Ombudsman Service, Compliance Complete, 11 July 2017

“Business banking disputes: a way forward, Compliance Monitor, 10 May 2017

“15 years of the FOS: crunching the numbers, Compliance Monitor, 6 July 2016

“CP 16/20: the next tweak to the FCA’s attempt to end its PPI nightmare”, Compliance Resource Network, 14 September 2016

“FOS Annual Review 2015/16”, Compliance Resource Network, 10 June 2016

“15 years of the FOS: crunching the numbers”, Compliance Monitor, 6 July 2016

“FCA aims to restore trust to lenders by time limiting PPI complaints, misapplies court ruling”, Complinet, 3 December 2015

“FCA CP 14/30 “Improving complaints handling”– really”, Compliance Resource Network, 6 January 2015

“TR 14/18 on complaint handling analysed”, Compliance Resource Network, 2 December 2014

“The Financial Ombudsman Service Annual Review”, Compliance Resource Network, 22 May 2014

“Compliance tip of the week: What is a precedent?”, Money Marketing, 10 July 2014

“Advisers do not benefit from their day in court”, Money Marketing, 9 June 2014

“Compliance Tip of the Week: Dealing with complaints”, Money Marketing, 5 June 2014

“Compliance tip of the week: If in doubt, treat it as a complaint”, Money Marketing, 29 May 2014 Compliance tip of the week: If in doubt, treat it as a complaint”, Money Marketing, 29 May 2014

“The Financial Ombudsman Service Annual Review”, Compliance Resource Network, May 22, 2014

“What lies beneath? The fraught duty of root cause analysis”, Compliance Monitor, April 2014

“The Alternative Dispute Resolution Directive”, Compliance Resource Network, 17 October 2013

“Root Cause Analysis”, Compliance Resource Network, 8 July 2013

“Fit for purpose (the FOS)”, Financial Adviser, 22 March 2013

“Hedges with thorns; the interest rate swaps review”, Compliance Monitor, March 2013

“The FSA’s discomfort at the new super-complaints regime”, Complinet, 14 March 2013

“UK FOS stares into the abyss as other countries look to build their own dispute resolution arrangements”, Compliance Resource Network, 7 March 2013

“The review of Interest Rate Hedging Products IRHP”, Compliance Resource Network, 12 February 2013

“CP 12/30 the scandalous consultation paper on complaints against the new regulators”, Compliance Resource Network, 9 November 2012

“CP 12/30 the scandalous consultation paper on complaints against the new regulator”, Compliance Resource Network, 9 November 2012

“Judicial review finally catches up with FSCS in Emptage case”, Complinet, 16 October 2012

“Why should you pay for a competitor’s failure? FSCS CP 12/16”, Financial Adviser, 29 August 2012

“The FOS decision on the AIG Enhanced Fund and the case of a bank behaving badly”, Complinet, 17 August 2012

The Compliance Report: FSA Update on the banks and interest rate swaps”, Complinet, 2 July 2012

“The Financial Ombudsman Service’s Annual Review”, Complinet, 24 May 2012

“Red letter day comes closer for PPI complaints”, Compliance Resource Network, 12 March 2012

“Drowning not waiving – Under the sheer weight of soaring PPI claims the FOS has sought to overhaul its funding”, Financial Adviser, 26 January 2012

“The FOS going radical and vengeful over PPI, the budget and case fees”, Complinet, 11 January 2012

“When filing a complaint – Under the RDR, firms will be required to report complaints against individual advisers at six-monthly intervals, Financial Adviser, 24 November 2011

An analysis of FOS’ first quarter stats and Ombudsman News”, Compliance Resource Network 9 August 2011

“Heather Moor & Edgecomb lose their European Court of Human Rights challenge to the Financial

Ombudsman Service”, Compliance Resource Network 12 July 2011

“The BOS complaint handling Final Notice analysed”, Compliance Resource Network 27 May 2011

“FOS Annual Review — the analysis”, Complinet, 24 May 2011

“BBA gives up PPI appeal — the implications”, Complinet, 10 May 2011

“BBA’s application for judicial review against FSA and FOS on PPI mis-selling a resounding failure”, Complinet, 21 April 2011

“Ombudsman schemes naming and shaming firms – nobody died!”, Compliance Resource Network 10 March 2011

“The RBS complaint handling fine”, Compliance Resource Network 13 January 2011

“The FSA consumer information sheet on PPI and a letter to the MP for Westminster”, Complinet, 4 January 2011

“Andrews v SBJ and the consequences of accepting a FOS award where the ombudsman has recommended more”, Complinet, 16 November 2010

“Judicial review of PPI — appeasement and the expected result “, Complinet, 14 October 2010

“CP10/21 — the FSA consults on more tinkering with the complaint rules”, Complinet, 8 October 2010

“PS 10/12: a tale of cowardice, incompetence and, oh yes, PPI complaint handling”, Compliance Monitor, September 2010

“The FSA Policy Statement on Payment Protection Insurance Complaints PS 10/12”, Wolters Kluwer, 18 August 2010

“Ombudsman quarterly complaints statistics and other features of Ombudsman News”, Complinet, 4 August 2010

“Another view of the FOS Annual Review”, Complinet, 2 June 2010

“The strange temporary suspension of the 6-months rule for PPI complaints”, Wolters Kluwer, 2 June 2010

“Complaint handling and mortgage intermediaries”, AMI Yearbook 2010 at p. 54.

“Holding back the tide: CP10/6 on payment protection & DP 10/1 on mass claims” Compliance Monitor April 2010

“With Arbitration Facing Restrictions, It’s Time to Look at a U.K. Solution for Consumer Disputes”, 28 Alternatives 111 (2010)

“Payment Protection Insurance Complaints and CP 10/6”, Compliance Online 22 March 2010

“The FSA does complaint handling – CP09/23 & payment protection insurance” Compliance Monitor November 2009

“The FSA does complaint handling”, Compliance Monitor, November 2009

“Public confession – good for the soul but…”, Compliance Monitor, September 2009

“Ombudsman News – a plea for PPI and credit card help, the Payment Services Directive and case studies about the elderly and small business complainants” Complinet, 19 December 2008

“The Ombudsman goes to Court”, Compliance Monitor October 2008 “Ombudsman News and hard times”, Complinet, 27 October 2008

“The FSA Complaint Rules after the 2007-2008 changes: a critical view”, Compliance Officer Bulletin, September 2008

“Tribunal refuses Heather Moor & Edgecomb leave to appeal”, Complinet, 14 August 2008

“Four final notices, prohibition orders and complaints problems”, Complinet, 23 July 2008

“Ombudsman News and the continuation of Hunting season”, Complinet, 30 June 2008

“FOS v Heather Moor & Edgecomb: the battle for the soul of the ombudsman and its bank balance”, Complinet, 20 June 2008

“Heather, Moor & Edgecomb tribunal decision on FOS non-compliance: another sickening incident”, Complinet, 18 June 2008

“Hunt report wades into FOS, FSA and the industry”, Complinet, 14 April 2008

“PS08/3 – FSA fiddles while its complaint rules burn”, Complinet, 1 April 2008

“Trowbridge County Court declares the FOS case fee rules to be illegal”, Complinet, 18 February 2008

“Mortgage endowment complaints and prohibition orders”, Complinet, 4 February 2008

“The Ombudsman budget and the hole in the roof that is letting in water”, Complinet, 17 January 2008

“When you can’t get no satisfaction”, Financial Adviser 5 December 2007

“Card issuers must meet compensation claims under s75(1) of Consumer Credit Act”, Complinet, 1 November 2007

“Ombudsman News – of foreign travel, dodgy clubs and lousy banks and insurers”, Complinet, 12 October 2007

“Sheron, FSA gaffes, FOS decisions and the churning war”, Complinet, 1 September 2007

Scottish Equitable pays £700,000 for broker consultant’s pension transfer advice”, Complinet, 2 August 2007

“Banks and complaint handling – another fine mess”, Complinet, 20 July 2007

“Ombudsman News, youth culture, and a hint of Cliff Richard”, 26 July 2007

“The latest draft of the new complaint rules”, Complinet, 10 July 2007

“Ombudsman News, pensions, PPI, consumer credit and other complaints”, Complinet, 21 June 2007

“Thornton Report and the Pensions Ombudsman, contracting out of SERPS and illegal insurance”, Complinet, 14 June 2007

“Carrots and sticks”, New Law Journal, 8 June 2007

“Ombudsman v the Regulator”, Compliance Monitor, May 2007

“Spending too much time reading the FOS annual review”, Complinet, 29 May 2007

“Ombudsman News, non-disclosure and capping endowment compensation – another fine muddle”, Complinet, 26 April 2007

“The tribunal, not honouring Ombudsman decisions and the fit and proper requirements”, Complinet, 25 April 2007

“Sesame thrown off the precipice for bad complaint handling”, Complinet, 20 April 2007

“FSA seeks to gag complaints with latest regulatory proposal”, Complinet, 13 April 2007

“Ombudsman News – Merricks re-writes history, income drawdown consumer credit and lost tax allowances”, Complinet, 12 April 2007

“Claim is the spur”, Money Marketing, 15 March 2007, p. 60

“FSA endowment limitation scandal – another error-strewn report”, Complinet, 1 February 2007

“Redefining ‘complaint’ for the purposes of MiFID”, Complinet, 31 January 2007

“Breaking all of its own rules”, Financial Adviser, 18 January 2007

“Ombudsman News – of pipes, plastic cards, cheque fraud, travel and more mortgage endowments”, Complinet, 18 December 2006

“FOS technical note on mortgage endowment complaints – déjà vu again”, Complinet, 15 December 2006

“FSA upset about firms’ (and FOS’s?) mishandling of endowment complaints”, Complinet, 15 December 2006

“Ombudsman News – an ‘interesting’ commentary”, Complinet, 26 November 2006

“Reform of the FSA complaint rules – a comprehensive mush”, Complinet, 1 November 2006

“Loans.co.uk – FSA pursues PPI and complaints”, Complinet, 27 October 2006

“Red-letter day for the FSA and compliant handling”, Complinet, 24 October 2006

“Flavour of the month-judicial review and the Garrison case”, Complinet, 19 October 2006

“Pearls of wisdom”, Mortgage Solutions, 4 September 2006

“Ombudsman News – of time, mortgages, investments and cloned cars”, Complinet, 1 September 2006

“Limitation & the Financial Ombudsman Service – a response”, Compliance Monitor, June 2006

“The Sodha case, complaints and fitness and propriety”, Complinet, 16 June 2006

“More posturing over the FOS mortgage endowment complaints time-limit”, Complinet, 9 June 2006

“Of mortgage endowments, time-bars and Vinnie Cunningham”, Complinet, 7 June 2006

“FSA slips into ‘do nothing’ mode”, Complinet, 6 June 2006

“Don’t look back in anger”, Money Marketing ,11 May 2006

“Conventional wisdom”, Money Marketing, 23 March 2006, 64

“Ombudsman News for Jan/Feb finally arrives”, Complinet, 20 March 2006

“Time-bars, endowments and the Human Rights Act”, Complinet, 16 March 2006

“FOS’ planning and budgeting for the complaints deluge”, Complinet, 19 January 2006

“FSA fines firm for lousy complaint handling – not another!”, Complinet, 13 January 2006

“FOS’s 50th Ombudsman News: banks, pension review and mortgage endowment time-limits”, Compliance Online 15 December 2005

“The Ombudsman tackles the small print of travel insurance”, Compliance Online 27 October 2005

“Wider still and wider – again! The FSA and FOS and PS 05-10”, Compliance Online 10 October 2005

“FSA tells the industry to get back in its box over complaint handlers”, Compliance Online, 7 September 2005 “Investment risk & product provider liability for IFA missales: the Seymour case”, Compliance Monitor, September 2005, 11

“Summertime at the Financial Ombudsman Service: a look at Ombudsman News”, Compliance Online, 30 August 2005

“Credit cards, policyholder non-disclosure and endowment complaints”, Compliance Online, 12 July 2005

“The FOS Annual Review: the Adam Samuel Compliance Report analysis”, Compliance Online, 8 July 2005

“The right way to handle complaints”, Money Marketing, 9 June 2005

“The Abbey Endowment Fine at last – for simply lousy complaint handling”, Compliance Online, 25 May 2005

“Ombudsman News – a plea to treat customers coherently”, Compliance Online, 12 May 2005

“Wider still and wider: are the FSA and FOS wasting their time with ‘wider implications’?”, Compliance Online, 20 April 2005

“Ombudsman News review: of money, surgery and inappropriate endowments”, Compliance Online, 15 April 2005

“Ombudsman News – more or less on the target when dealing with the money”, Compliance Online 29 March 2005

“The Ombudsman harvests a meagre crop”, Compliance Online 1 March 2005

“Reforming the FSA Complaint Rules – a return to the battlefield”, Compliance Officer Bulletin, March 2005

“What the ‘Dear CEO’ letter means for endowments”, Compliance Online, 13 January 2005

“Of “any occupation”, bank’s right to set off and yet more horrors on endowments and limitation – commentary on September/October’s edition of Ombudsman News”, Compliance Online 8 November 2004

“Losing interest in compensation”, Financial Adviser: Mortgage Extra, 16 September 2004

“Ombudsman News Issue 39: of debt-ridden bank customers, whole-of-life policies and commercial insurance”, Compliance Online, 10 September 2004

“Searching for a sensible rule – timebars”, Financial Adviser: Mortgage Extra, 5 August 2004, 9

“Policy Statement 04/18 The FSA changes its own complaints scheme to make it easier for it to comply with”, Compliance Online, 19 July 2004

“CP04/12 Looking at how FOS and the FSA handle complaints raising wider implications”, Compliance Online, 8 July 2004

“Complaints Commissioner’s Annual Report 2003-2004 – the FSA still doesn’t know how to handle complaints properly”, Compliance Online, 8 July 2004

“Financial Ombudsman Service’s Annual Report – there are just too many endowment complaints”, Compliance Online, 30 June 2004

“Falling short: the endowment crisis”, Financial Adviser: Mortgage Extra, 24 June 2004, 9

“The Timebars and Endowment Complaints – the FSA comes up with the wrong answer again”, Compliance Online 27 May 2004

“News from the Ombudsman, underwriting at the claims stage, FOSs banking limits and an endowment damp squid”, Compliance Online 4 May 2004

“Complaints Reporting in PS 04/8: does the FSA understand?”, Compliance Online 22nd April 2004

“Endowment complaints and the Allied Dunbar and Friends Provident final notices – how to keep your company out of trouble with the FSA?”, Compliance Online 29th March 2004

“The Treasury Select Committee hammers the industry and the FSA over endowment misselling and complaint handling”, Compliance Online 29th March 2004

“Compliance disputes – and barely an Ombudsman in sight”, Compliance Monitor, March 2004, 8.

“The Institute’s new disciplinary procedures: A commentary”, Financial Planner, Winter 2003, 18

“Endowments and beyond – pushing the complaints envelope Part 2”, 16 Compliance Monitor 4, 8 December 2003

“Comment: the Friends Provident complaints fine”, Complinet, 23 December 2003

“CP208 commentary: paying the FOS meal ticket”, Complinet, 22 December 2003

“Endowments and beyond – pushing the complaints envelope”, 16 Compliance Monitor 3, 6 November 2003

“Latest ombudsman news: of wild women, bank accounts and investment risk”, Complinet, 16 October 2003

“Comment: Treasury consultation on filling the mortgage and insurance complaints gap”, Complinet, 25 Sep 2003

“Reforming the Complaint Rules”, Compliance Officer Bulletin, September 2003

“Endowment complaints – from start line to finishing post”, 16 Compliance Monitor 1, 9, September 2003

“Comment: CP198 – the FSA and complaints reporting”, Complinet, 16 September 2003

“Complaints, disputes and justice in the financial services industry”, Complinet, 27 August 2003

“FOS Annual Report – Complaints double in three years”, Complinet, 2 July 2003

“Endowments – reaping the costs”, 15 Compliance Monitor 9, June 2003, 9

“FSA Complaints Commissioner’s Annual Report – a sorry tale”, Complinet, 19 June 2003

“Endowments – the complaints deluge”, 15 Compliance Monitor 7, April 2003, 3

“One head is better than two: a look at two-tiered complaints processes”, Complinet, 15 April 2003

“More muddle over time limits for complaining to FOS”, Complinet, 8 April 2003

“FOS looks over the precipice at unsigned fact-finds, ‘wobbly advertising’ and doubtful risk profiles”, Complinet, 7 April 2003

“Mind the gap: how will the FSA deal with retrospective complaints against mortgage firms and insurance intermediaries?”, Complinet, 25 March 2003

“Complaints handling and financial services – the Hampton Court Maze has nothing on this”, Complinet, 3 Mar 2003

“Time-limits for bringing endowment complaints: the FSA’s final word on a strange regulatory incident”, Complinet, 22 January 2003

“Complaint Handling”, in The IFA’s Guide to the FSA Handbook, ed L Chandler, City & Financial, Woking 2003, 209

“Split-capital investment trusts – the complaints maze”, Complinet, 22 Oct 2002

“Reforming the complaints procedures for occupational pensions schemes – a view from FSA-land”, Complinet, 17 Oct 2002

“Consumer Financial Services in Britain: New Approaches to Dispute Resolution”, 3 European Business Organization Law Review 649 (2002)

“An ombudsman scheme for the US?”, Complinet, 3 Apr 2002

“Deducting windfalls from demutualisation: the last word on Needler v Taber”, Complinet, 8 Feb 2002

“Pensions Mortgages – Waiting for the Axe to Fall”, Money Management July 1999, 36

“The Ombudsman is not always wrong!”, 7 Financial Planning 3, 9 (1998)

Get in touch

Contact Adam by e-mail, phone or post at:

E-Mail: adamsamuel@aol.com or adamsamueltc@yahoo.com

Mobile: 07900 248150

The Attic, 117 Priory Road, London NW6 3NN.