What happens when the last place left to turn… turns its back on you?
In March 2018, Channel 4’s Dispatches aired an undercover investigation that rocked what little public confidence remained in the Financial Ombudsman Service (FOS).
The revelations were devastating:
- Cases decided without reading the files.
- Staff lacking even basic financial training making binding decisions.
- Pressure to rule in favour of banks to “close the case faster.”
- Forgotten cases. Unopened correspondence. Silenced complaints.
The one place victims of financial wrongdoing are told to go for justice—was exposed as part of the problem.
A Culture of Denial, Not Resolution
When grilled by Parliament, then Chief Ombudsman Caroline Wayman offered what seemed like a sliver of hope:
“We may consider the matter afresh if material new evidence subsequently becomes available which the ombudsman considers likely to affect the outcome.”
That statement has since become the most hollow promise in the book of financial grievance redress.
Victims who returned with genuine new evidence were told: “Final decision has been issued.”
Appeals were dismissed, no matter the merit.
New Ombudsmen repeated the same tired script.
No one was listening. And worse—no one was recording.
No Records. No Reviews. No Accountability.
A Freedom of Information request was made to determine how many complainants had asked for cases to be re-opened due to new evidence.
The response?
“We don’t keep a record.”
“We’d have to manually review every case to find out.”
Let that sink in.
After being castigated by Parliament, the FOS didn’t fix the problem.
They chose not to count.
Not to acknowledge.
Not to care.
This is not a service designed to protect consumers.
This is a firewall to protect financial institutions—from scrutiny, from transparency, from consequence.
The Price of Silence
When a bank sends confidential mail to a stranger, discusses your affairs with third parties, and lies to the Ombudsman—and nothing happens—that isn’t just a breach.
That’s collusion by omission.
Victims have lost homes, health, hope, and still, they are met with obstructive bureaucracy, legal gaslighting, and moral indifference.
The very institution charged with holding the powerful to account is complicit in protecting them.
Not Fit for Purpose
The FOS is not just failing—it is enabling harm.
It does not empower consumers,
does not redress injustice,
and does not keep records that would reveal the scale of systemic failure.
Parliament asked the questions.
Victims provided the answers.
Still, nothing changed.
Your Money or Your Life
When the ombudsman sides with the bank, despite the facts—
When “final decision” becomes a convenient door slam—
When those harmed are told to stop asking questions—
Then it is no longer about mismanagement.
It is about a system that has lost its soul.
We do not need a new promise.
We need a new culture.
A Financial Ombudsman Service that puts truth before tidiness,
people before policy,
and justice before job protection.
Now is the time to call this what it is:
Not an ombudsman.
But a gatekeeper for injustice.
Your Money or Your Life.
Let’s make sure that choice never again rests in the hands of an indifferent bureaucracy.
🙌 Stand With Ian. Speak the Truth. Spark the Change.
Ian Davis fought not just for himself, but for all of us.
If you’ve been affected by financial crime, or if you believe no one should ever suffer in silence—share this story.
Raise awareness. Demand reform. Reclaim your power.
- 🔗 Share this post with someone who needs to read it.
- 📣 Join the movement to unmask the robbers and rebuild lives.
- ✍️ Leave a comment to honour Ian or share your story.
- 🤝 Volunteer or collaborate with the Academy of Life Planning or Transparency Task Force.
🕯️ Let’s make sure no voice like Ian’s is ever silenced again.
Your Money or Your Life
Unmask the highway robbers – Enjoy wealth in every area of your life!
By Steve Conley. Available on Amazon. Visit www.steve.conley.co.uk to find out more.
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