News analysis: Calls for reform of FOS mount By Leah Milner 6 th April 2021 12:04 pm There are mounting calls for the Financial Ombudsman Service to be more transparent and accountable amid controversy over its complaints backlog. Last week, a report by the Institute for Economic Affairs branded the complaints body “unfit for purpose” and made a case for “major reforms”. The Association for Mortgage Intermediaries agreed with many of the think tank’s findings and has also called for structural changes. In December, FOS admitted to the Treasury select committee that it was dealing with a pipeline of more than 23,000 open cases that are more than two years old. Industry commentators have asked how the service will be able to clear this workload as well as the high case numbers resulting from the pandemic when it is also in consultation with staff about cutting 150 roles.