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February 10, 2026 
Daniel Lee FOS, Freedom of Information, and the Fine Art of “Next Week, Promise” There’s a special kind of irony reserved for organisations that sit in judgement of everyone else’s standards while repeatedly failing their own. The Financial Ombudsman Service (FOS) routinely expects firms to meet deadlines, communicate clearly, and treat consumers fairly. Yet when it is […]
January 30, 2026 Daniel Lee When the dealership tried to time-bar a GAP complaint… and accidentally made it much worse Every now and then a business response lands on your desk that’s so confidently wrong you have to check you haven’t misread it. This week’s contender is a dealership that tried to argue that it didn’t receive any commission (only […]
January 27, 2026 Daniel Lee FOS Still Doesn’t Understand GAP Insurance — And Consumers Are Paying the Price We continue to educate the Financial Ombudsman Service (FOS) as a result of its troubling lack of understanding of GAP insurance complaints, particularly where GAP was financed through a lender and the underlying finance agreement is (or was) subject to a discretionary […]
January 16, 2026 Daniel Lee Six Months. Eighty Percent. And the Slow Erosion of Trust at the Financial Ombudsman Service. The Financial Ombudsman Service (FOS) exists for one reason, to provide an independent, fair resolution when a financial firm and its customer cannot agree. That “fair and reasonable” promise is the entire point of the institution. So when FOS publicly […]
January 15, 2026 Daniel Lee Complaints Culture Is Sales Culture: What a Dealership’s Complaint Handling Reveals About Its GAP Insurance Selling There’s a simple way to assess how seriously a business takes customers. Don’t start with the glossy brochures, start with the complaints. In motor retail, complaints and compliance shouldn’t be a back-office inconvenience. Complaints are the clearest window into […]
January 6, 2026 Daniel Lee Re-educating FOS on GAP: “Demands & Needs” Isn’t Optional There’s a moment in far too many of our GAP insurance cases where the conversation stops being about the consumer’s complaint and starts becoming a tutorial. Not for the dealership. For the Financial Ombudsman Service (FOS). We find ourselves having to explain and again that a […]
