Resolved by FOS decision or assessment These outcomes are reached following our recommendation or Decision in favour of FSP determination or other assessment about the merits of a Capitalisation of arrears dispute. Monetary compensation in part A preliminary view, which may be provided through a No compensation or action recommendation, is an assessment provided by us following a detailed investigation into the dispute. If the consumer or FSP Not appropriate for FOS to reach any conclusion as to the merits reject the preliminary view or the FSP fails to respond, the of the dispute dispute proceeds to the final stage in our process. At that stage, Other product, service or resolution provided an Ombudsman or panel reviews the dispute and makes a Repayment arrangement formal decision called a determination, by which the FSP is bound, if the consumer accepts it. Timeframe for refinance Timeframe for sale/surrender of asset Some disputes proceed directly to determination without a recommendation being made. These are known as expedited We may provide the parties with guidance on the merits of a determinations. We apply criteria in deciding whether standard dispute after we have investigated and considered the issues and complex disputes ought to be expedited. raised. Disputes resolved through such guidance are recorded with an outcome. ‘Assessment’ Where a dispute is expedited to determination, we usually provide the parties with a preliminary view through a telephone Assessment call, case conference or letter. Apology Preliminary view in favour of applicant Capitalisation of arrears Capitalisation of arrears Monetary compensation in full Monetary compensation in full Monetary compensation in part Monetary compensation in part No compensation or action No compensation or action Other product, service or resolution provided Not disclosed Repayment arrangement Other product, service or resolution provided Timeframe for refinance Policy/contract altered/voided/cancelled Timeframe for sale/surrender of asset Repayment arrangement Timeframe for refinance Preliminary view in favour of FSP Timeframe for sale/surrender of asset Capitalisation of arrears Monetary compensation in full Monetary compensation in part No compensation or action Other product, service or resolution provided Repayment arrangement Timeframe for refinance Timeframe for sale/surrender of asset Decision in favour of applicant Capitalisation of arrears Monetary compensation in full Monetary compensation in part Other product, service or resolution provided Repayment arrangement Timeframe for refinance Timeframe for sale/surrender of asset
Resolved by FOS decision or assessment These outcomes are reached following our recommendation or determination or other assessment about the merits of a dispute. A preliminary view, which may be provided through a recommendation, is an assessment provided by us following a detailed investigation into the dispute. If the consumer or FSP reject the preliminary view or the FSP fails to respond, the dispute proceeds to the final stage in our process. At that stage, an Ombudsman or panel reviews the dispute and makes a formal decision called a determination, by which the FSP is bound, if the consumer accepts it. Some disputes proceed directly to determination without a recommendation being made. These are known as expedited determinations. We apply criteria in deciding whether standard and complex disputes ought to be expedited. Where a dispute is expedited to determination, we usually provide the parties with a preliminary view through a telephone call, case conference or letter. Preliminary view in favour of applicant Capitalisation of arrears Monetary compensation in full Monetary compensation in part No compensation or action Other product, service or resolution provided Repayment arrangement Timeframe for refinance Timeframe for sale/surrender of asset Preliminary view in favour of FSP Capitalisation of arrears Monetary compensation in full Monetary compensation in part No compensation or action Other product, service or resolution provided Repayment arrangement Timeframe for refinance Timeframe for sale/surrender of asset Decision in favour of applicant Capitalisation of arrears Monetary compensation in full Monetary compensation in part Other product, service or resolution provided Repayment arrangement Timeframe for refinance Timeframe for sale/surrender of asset Decision in favour of FSP Capitalisation of arrears Monetary compensation in part No compensation or action Not appropriate for FOS to reach any conclusion as to the merits of the dispute Other product, service or resolution provided Repayment arrangement Timeframe for refinance Timeframe for sale/surrender of asset We may provide the parties with guidance on the merits of a dispute after we have investigated and considered the issues raised. Disputes resolved through such guidance are recorded with an ‘Assessment’ outcome. Assessment Apology Capitalisation of arrears Monetary compensation in full Monetary compensation in part No compensation or action Not disclosed Other product, service or resolution provided Policy/contract altered/voided/cancelled Repayment arrangement Timeframe for refinance Timeframe for sale/surrender of asset
fos-annual-review-20162016-word.docx