Editor's note: This brief was summarised by The Property AI Newsroom from a report by Mortgage Strategy. Read the original article for full details.

FOS Appoints Permanent CEO and Chief Ombudsman After Interim Period

The Financial Ombudsman Service (FOS) board has appointed Jenny Simmonds as permanent chief executive officer and James Dipple-Johnstone as permanent chief ombudsman. These appointments follow an open recruitment process led by the board earlier this summer.

Simmonds and Dipple-Johnstone initially took up their roles on an interim basis in February 2025. During their interim tenure, they have overseen a period of significant change at the FOS, working with the government and the Financial Conduct Authority to develop and implement reforms to the UK’s redress system.

Under their leadership, the FOS has introduced digital improvements, including the rollout of online portals for businesses and consumers and an enhanced online complaint form. The service has also introduced charges for professional representatives referring cases and revised the default interest rate applied to some awards. Additionally, the FOS has consulted on proposals to modernise its case fee structure for businesses to better reflect the work involved in handling complaints.

The FOS also announced that the recruitment process for a permanent chair is expected to begin soon. This appointment will be made by the Financial Conduct Authority with HM Treasury approval. Liam Coleman will continue as interim chair until the process is completed.

These developments are relevant to UK letting agents and inventory clerks, as the FOS plays a key role in handling complaints and redress within the property and financial services sectors.