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

FOS Confirms Simmonds and Dipple-Johnstone in Permanent Leadership Roles

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

Simmonds and Dipple-Johnstone had been serving in these roles on an interim basis since February 2025. During their interim tenure, they worked with the government and the Financial Conduct Authority (FCA) on reforms to the UK’s consumer redress system.

According to the FOS, under their leadership, the organisation reduced complaint resolution times, cut the number of long-standing cases, and delivered a range of digital improvements. These included the introduction of online portals for businesses and consumers, as well as an enhanced digital complaints form.

The FOS also introduced charges for professional representatives referring cases and revised the default interest rate applied to certain awards.

For UK letting agents and inventory clerks, these changes may impact how complaints and redress processes are managed, particularly with the new digital tools and revised procedures now in place at the FOS.