Question to the HM Treasury:

To ask the Chancellor of the Exchequer, whether she will make an assessment of the potential impact on fraud victims of allowing the Financial Ombudsman Service to dismiss cases deemed too complex.

The government takes the issue of fraud very seriously and is dedicated to protecting the public from this appalling crime. As set out in our manifesto and as part of our Plan for Change, the government will introduce a new, expanded Fraud Strategy encompassing the modern-day threats that so many people become a victim to.

The government recognises the important role the Financial Ombudsman Service (FOS) plays in providing consumers with a cost-free and quick route to resolve disputes with financial services firms. However, the government’s review of the FOS concluded that in a small but significant minority of cases, the framework in which the FOS operates has resulted in it acting as a quasi-regulator.

That is why, as part of the Leeds Reforms, the Chancellor announced the most significant package of reforms to the FOS since its inception to provide greater certainty and predictability for consumers and firms who use the FOS. The government’s consultation on the proposed reforms closed on 8 October and it will set out next steps in due course.

Victims of fraud who wish to make a complaint about their financial services provider will continue to be able to bring complaints to the FOS, and the proposed changes to the legislative framework under which the FOS operates will not affect the FOS’s role in handling these complaints.

The Financial Conduct Authority (FCA) expects all firms to maintain strong systems and controls with regards to fraud prevention to deliver good outcomes for customers, including seeking to avoid foreseeable harm. It has made tackling fraud one of its priorities in its 5-year strategy from 2025 to 2030. The FCA is continuing to prioritise fighting financial crime, including by working with firms to strengthen their anti-crime systems, working with other relevant agencies who tackle crime to share intelligence and coordinate action, and working with consumers to raise awareness and ensure they have the tools they need to protect themselves.