The Financial Ombudsman Service (“FOS”) is directed to investigate when customers have unresolved complaints against financial institutions. Channel 4’s Dispatches went undercover to investigate accusations that complaints had been handled by officials with inadequate training and that banks had been wrongly favoured over customers.

Dispatches sent an undercover reporter to work as a trainee investigator at the service and some of their discoveries were truly shocking.

Some of the allegations include:

  • Using Google to find out how financial products work.
  • Staff being poorly trained, some with little or no knowledge of how to work a case file.
  • Some staff not
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