The Association of Professional Financial Advisers has published a guidance paper for its members, which aims to help them understand how to deal with the Financial Ombudsman Service and what they should expect.

The paper is one aspect of APFA’s ongoing discussions with FOS, the FCA and APFA members.

APFA said it highlighted certain cases and decisions which demonstrated some of the advice community’s most pressing concerns with FOS’ decision-making and asked FOS to further explain its processes and approach in these areas.

APFA stated: “We found that some concerns were based on misunderstanding or FOS’ policy not matching the experience of advisers.

“As well as setting out and clarifying FOS policy on key issues of concern to members such as accessibility of investigators, compensation and splitting cases, the paper outlines what APFA members can do if their experience does not match the way FOS have said they would expect their staff to handle a case.”

Caroline Escott, APFA senior policy adviser, said: “The way the FOS investigators make their decisions is one of our members’ top concerns. Now, some areas of disagreement are just that.

“After speaking to the Ombudsman, it became clear that on a number of issues FOS policy was good, but advisers’ frustrations arose from the fact their experiences didn’t match up with what FOS has told us ought to happen. We’ve therefore published this guidance so advisers know what to expect to from FOS and to help hold FOS to its word.”

She said: “The government has said it is keen to broaden consumer access to financial advice. To do so, it is vital that advisers feel able to trust that the FOS’ decisions are well-reasoned and fair. We would like to thank FOS for their willingness to speak with us and our members and hope that the guidance will be a useful tool for both small and large advice firms.”