The FOS has published information on how the Consumer Duty relates to the complaints it looks at. It notes that the CD is not relevant to all complaints but may be a relevant consideration in complaints about things that happened after the July 2023 implementation date. It notes that the CD does not guarantee individual customers will always get good outcomes nor does it remove a consumer’s responsibility for their choices and decisions. When the FOS looks at complaints, it does so looking at what is fair and reasonable in the circumstances. For the CD, this means it will look at whether the complainant consumer did what they were expected to do, and whether they were treated fairly.
