What are an insurer's responsibilities after a consumer has referred an unresolved complaint to the Financial Ombudsman Service (FOS) for resolution?

An insurer's responsibilities after a consumer has referred an unresolved complaint to the Financial Ombudsman Service (FOS) include the requirement to cooperate with the FOS and to comply promptly with any decisions made by it. This cooperation is essential because the FOS acts as an independent mediator between consumers and financial service providers, including insurers.

Once a complaint is escalated to the FOS, the insurer cannot disregard the established process; instead, they must provide any necessary information requested by the FOS and engage in the resolution process. Compliance with the FOS's decisions is also crucial, as it ensures that consumers receive fair outcomes based on the assessment of their complaints. Failure to comply can lead to further regulatory scrutiny and impact the insurer’s reputation and operations.

Maintaining a cooperative stance with the FOS reflects the broader regulatory requirement for insurers to treat customers fairly, reinforcing their commitment to good customer service and accountability in handling complaints.