Financial Ombudsman Service
- Date 16 September 2022
- Sector Other
- Decision(s) FOI 10: Upheld, FOI 12: Not upheld, FOI 16: Upheld, FOI 17: Upheld
The complainant requested information from the Financial Ombudsman Service (“FOS”) relating to solar panel installers and associated credit providers. FOS refused to comply with the request citing section 12 (cost limit) of FOIA. The Commissioner’s decision is that FOS was entitled to refuse to comply with the request in accordance with section 12(1) of FOIA. The Commissioner also finds that FOS failed to comply with its obligations under section 16 to offer advice and assistance but it has since recognised this. Also, the Commissioner has found that FOS has breached both section 10 and section 17 of FOIA as a result of the delays in its response. The Commissioner requires FOS to provide advice and assistance to the complainant so that they can refine their request so that it falls within the cost limit.