FOS has published an Insights blog announcing the launch of ‘Business Connect’ – a new digital portal designed specifically for financial service providers to enhance the experience businesses have with its service. The portal allows businesses to self-serve at their convenience – offering a range of features that streamline the way they interact with FOS. It is likely that this system will be of more use to firms who have a number of complaints ongoing with FOS at any one time.
- Through Business Connect, businesses can view the status of their cases, identify priority cases, and see what actions are needed to progress complaints.
- Business Connect also provides an overview of key data, such as uphold rates, while enabling businesses to store and manage case-related documents in one place.
- These features should enable a more proactive approach to resolving complaints and offer insights into where firms can improve their own processes, potentially helping to reduce the number of complaints referred to FOS.
- Business Connect also supports faster and smoother complaint resolution by enabling businesses to share information and documents with FOS more efficiently. By clearly showing what is required to progress each case, Business Connect removes unnecessary delays and helps ensure cases move forward quickly.
- Over the coming months, businesses that participated in the pilot programme will be fully onboarded, embedding Business Connect into their processes and using it to interact with FOS more effectively. Later this year, the portal will be rolled out to a wider range of financial service providers.
- The launch of Business Connect marks a key milestone in the FOS ‘Customer First Transformation’ programme.