The majority of brokers, 60%, said they believed charges to be levied by the Financial Ombudsman Service (FOS) for investigations following complaints were expensive, although 30% said they felt the charges were fair.
A number of brokers felt the whole complaint process was missing the point, as they said the majority of complaints are due to poor service levels from the insurers themselves and therefore it was unjust for the broker to be obliged to pay a fine when the problem was insurer mad
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