FOS has published its three strategic priorities for the next 5 years:
- enhancing its service
- preventing complaints and unfairness arising and
- building an organisation with the capabilities it needs for the future
It will continue to look at ways of making its service accessible to all, helping to shape policy and influence behaviours to prevent unfairness, and to share good practices. It also wants better to be able to identify where future detriment could arise and to take action to respond.