Last edited: Mar 21, 2016 Bearing Point were retained by the FSO to conduct a review of its operations. It's a very long report. https://www.financialombudsman.ie/documents/Strategic and Operational Review FSOB & OPO Jan 2016.pdf I can't find any press mention of it? I have put the summary of the recommendations in the second post on this thread. Here is my summary of their summary The FSO should act more informally, especially early on, to try to resolve the complaints quicker. They should phone the complainant and the provider to establish the issues. They should provide the users with relevant case studies. They should issue a summary of the issues and a Preliminary Finding which would allow the parties to raise issues on the points of facts. I have long argued this point about the Preliminary Finding The FSO should bring back the internal appeals system The FSO issued a press release after the report: The Review Report put forward a number of recommendations which have been accepted by the Financial Services Ombudsman and major change is already being implemented. The Financial Services Ombudsman’s Bureau has adopted a new approach that is more flexible and focused on early resolution of disputes wherever possible. Better use of data analytics will be employed to identify systemic issues and alert consumers, inform providers of the need for change and inform the Central Bank where necessary.