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Citizens Advice responds to review of Financial Ombudsman Service

12 July 2018

Citizens Advice has responded to Richard Lloyd's independent review of the Financial Ombudsman Service.

Gillian Guy, Chief Executive of Citizens Advice, said:

"The Financial Ombudsman Service must stay focused on getting consumers fair and speedy resolutions.

"This review has made some promising recommendations. Better staff training and raising awareness of consumers' rights will help ensure complaints are handled properly.

"It's now down to the FOS to promptly implement these recommendations so their service can be as effective as possible for consumers."

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.