Too many complaints wrongly dismissed, says Which?

27 May 2009

As the Financial Ombudsman Service (FOS) publishes its annual report, Which? personal finance campaigns manager, Doug Taylor, says: "It's shameful that some firms are dismissing so many justified complaints that are upheld. This could be just the tip of the iceberg as many people give up at the first hurdle rather than going to the Ombudsman. Companies have a duty to treat their customers fairly and this means giving all complaints due consideration and, if appropriate, accepting them."

"The increases in complaints about Payment Protection Insurance, credit cards and mortgages reflect the ongoing concerns we have about how companies are treating consumers who take out these products, whether through mis-selling or excessive rates and charges."