The Financial Ombudsman Service (FOS) has published the latest issue of its newsletter Ombudsman news (issue 123). This issue of Ombudsman news covers case studies concerning travel insurance for winter sports, examining instances where customers felt that their insurance policies were mis-sold, or that exclusions have been unfairly applied. Additionally, this issue covers case studies on making reasonable adjustments and meeting particular needs in relation to the Equality Act 2010, highlighting the range of complains received by the FOS. The FOS maintains that even though the Equality Act places a legal obligation on businesses to meet customers’ needs, they are required to treat all customers fairly, regardless of whether they have a “protected characteristic”.
View Ombudsman news issue 123, 27 January 2015