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

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