Ombudsman service is handling more than 60,000 motor finance commission cases The Financial Ombudsman Service (FOS) has more than 60,000 complaints cases relating to motor finance commission pending, a committee of MPs has heard.
“So what we’ve tried to do is learn from that event, prepare our ground, make sure we’ve got the training in place, we can scale up our resources quickly, we understand the product, we’ve got the legal advice, we’ve got the digital platforms to deal with the cases, so that if they do come through to us, we’re able to scale up quickly, so we can provide the best service we can to customers.”.
Mr Dipple-Johnstone also said the FOS is looking at how artificial intelligence (AI) and automation can help with its service, saying tools are being used to “automatically get the right case to the right person with a high degree of accuracy within a few minutes of that person requesting it”.
James Dipple-Johnstone, interim chief ombudsman at the FOS, was answering questions from the Treasury Committee about the scale of complaints and whether they compared with the PPI (payment protection insurance) scandal.
Asked how motor finance complaints compare with the scale of PPI, Mr Dipple-Johnstone said: “Obviously the service saw a lot more during PPI but there was a wider selling of that kind of product.”.
