CRM Department

Financial Ombudsman Service Department

Escalates complaints that are rejected or exceed the 8-week final-response deadline. Reviews the original complaint, checks the final response, scores prospects, prepares FOS-ready wording, tracks statuses, reports by claim type/lender/outcome, and records FOS decision learning.

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FOS candidates

Ready to send

Over 8 weeks

Rejected/final response

Referral fee assessments stage 1 of 3 — intake internal only: never shown to clients

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Score comes from the latest FRL analysis. Arrangement is applied automatically: ≥75% we fund 65–74% client £140 upfront 50–64% client £265 upfront <50% DIY pack £50 / free self-submit. Successful outcomes reduce the client fee to £85 (difference refunded).

Case	Caseworker	FRL date	Declaration	Score	Arrangement	Fee status
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FOS Readiness stage 2 of 3 — underwriting before submission

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Underwriting screen for the Oct-2026 FOS rules: merits × evidence completeness × dismissal-risk across the 7 new DISP grounds. FOS READY REMEDIATE DO NOT REFER — click any row for the full rubric breakdown and human override.

Case	Vertical	Merits	Evidence	Dismissal risk	Redress est.	Verdict	Assessed
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For Submission stage 3 of 3 — submission final stage: pack generated, ready to go out the door

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Cases arrive here from FOS Readiness once every gate is passed. Each pack is field-mapped to the FOS portal in order, with per-field copy buttons. Always enter "Your reference" exactly as shown — FOS quote it in their acknowledgement email and the case auto-links + moves to the Submitted module below. Click a row to open its pack.

Case	Lender	Readiness	Arrangement / AI	Our ref	Status	FOS ref	Actions
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Submitted to FOS — acknowledgement + outcome tracking

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Cases land here automatically once submitted. FOS quote our reference in their acknowledgement email — the case auto-links and flips to acknowledged. Record the outcome when the decision arrives; fee reductions and refunds apply automatically.

Case	Lender	Our ref	FOS ref	Sent	Status	Outcome / fee	Actions
Nothing submitted yet.

FOS escalation queue

Case	Lender	Reason	Status	Prospects	Caseworker	Declaration	FRL date
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Reporting breakdown

Load queue to build reporting.

Selected case workspace

Select a case to generate/check the FOS application, update status, and record decision learning.

FOS outcome learning

No FOS decisions recorded yet.

FOS Pipeline Agent logs

agent: fos_pipeline_agent

No FOS pipeline activity yet.

Action log

Ready.