Thoughts on the fairness of FOS investigations

- "Surely the charges should relate to who is at fault? Hence, if a claim is upheld the insurer pays, if not upheld the complainant pays"- "Charges should only be applied when a complaint is upheld even if the charge is more expensive as a result. Customers are now far more aware of the FOS and now complain directly over any aspect of the service, even when decisions are FSA-compliant"- "Flawed - as customers could cynically manipulate this to their advantage"- "Totally unfair. It is the com