The UK Financial Ombudsman Service (FOS) has updated its
webpage confirming that the new charging structure, which includes charges for professional representatives referring cases, now applies. The changes have been made in accordance with the two implementing instruments (
FOS 2025/1 and
FOS 2025/2) whose relevant provisions came into force on 1 April. The rules have been introduced to make the funding arrangements for the FOS fairer, and to encourage professional representatives – including authorised claims management companies and certain legal professionals – to give complaints more consideration before deciding to refer them to the FOS. As detailed in the
policy statement published on 7 February, professional representatives can now refer up to ten cases for free each financial year. Subsequently, they will be charged £250 for each additional case but will receive £175 back in credit if the case outcome is in favour of the consumer. In terms of the charges to be paid by the firm against whom the complaint is made, if the complaint is not upheld or withdrawn, the firm's fee will be reduced to £475 instead of £650 (these figures being subject to any group charging arrangement). Individuals, families, friends, charities, and voluntary organisations who bring cases directly to the FOS will continue to be able to use their service for free.
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