In fairness, we too have found the FOS to be very fair in their adjudications. We have had nine cases referred to them by ambulance-chasers, all of which, as we expected, were thrown out. Mr Buskell’s point, rightly made, is that while he was innocent of any wrong-doing, he was still hit with the fees. The chasers, on the other hand, have nothing to lose.
One or two of the cases we had were as comical as claims for second-home expenses. An amusing case where a fee became payable was where the complainant’s brother, a tied agent, had actually sold her the policy over 20 years ago which somehow was placed through our agency without our knowledge or consent. We have never met, spoken or communicated with the complainant or arranged any business for her. When the policy eventually failed to reach target on maturity, the lady complained direct to the life office who referred it to us. Having established that we were not involved in the sale, we advised the complainant that we could not be held responsible. The case was then referred to the FOS who, while turning the complaint down, also held us responsible for their fee. So, as you say Mr Buskell, where are the human rights?
Barry Johnson Financial Services, Northampton