Financial ombudsman: lack of trust behind rise in complaints

10% of consumers will take rejected complaints to the FOS

Natalie Ceeney, FOS

A lack of trust in banks is behind the increase in complaints to the UK Financial Ombudsman Service (FOS), according to Natalie Ceeney, chief executive and chief ombudsman at the FOS.

Speaking at the British Bankers' Association annual international banking conference in London today, Ceeney told delegates that one in 10 consumers whose complaint is initially rejected by the bank will approach the FOS.

"People's willingness to accept the banks' first answer has gone down. We certainly found with

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