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our plans for 2018/19

28 March 2018

Today we’ve published our plans for the financial year 2018/2019, following formal consultation with our stakeholders. Our plans set out how many people we think will come to us for help and what we need to do, to give them the fair, rigorous, consistent answers they need. Our expectations for the year ahead include:

  • receiving 380,000 new complaints – including 220,000 complaints about PPI
  • resolving 410,000 complaints – including 250,000 about PPI
  • freezing case fee at £550 for the sixth year, with no fee chargeable for each business’s first 25 complaints
  • freezing the levy at £24.5 million

Besides PPI, a wide range of issues and trends could influence the problems we’re called on to resolve – from new regulations to emerging technologies, and from changing patterns of borrowing to evolving financial fraud. In a fast changing landscape we must respond quickly and flexibly to demands for our help. So we’re investing in digital infrastructure, such as a new online portal where consumers can submit details of their complaint about a financial business, and preparing for potential changes to our remit, such as being able to help more SMEs.

More detail is in our plans for the year ahead 2018/19.

ombudsman published latest complaints data on individual financial businesses

27 March 2018

The Financial Ombudsman Service has published its latest six-monthly complaints data on individual business and groups today. The data features complaint numbers about banks, insurance companies and other financial businesses received by the ombudsman service between 1 July – 31 December 2017. 

  • 219 businesses feature in the complaints data - down by 11% when compared to the first six months of 2017 ( H1 2017).
  • We received a total of 165,406 new complaints - a decrease of 3% when compared to H1 2017 (170,083).
  • Of this figure, 92,231 were about PPI - an increase of 3% when compared to H1 2017 (89,513).
  • Consumer credit complaints continued to increase - up 11% to 16,328 when compared to H1 2017 (14,752).

Look at the complaints data now available on individual financial businesses.

Channel 4 Dispatches

12 March 2018

The Dispatches programme on the work of the Financial Ombudsman Service gives an unfair impression of us. Our role is to investigate disputes between financial businesses and their customers – making impartial decisions based on what’s fair and reasonable in each individual case.

Every day we make difficult judgement calls that affect people’s lives. Our people are committed to doing the right thing – and we’re determined to provide a fair and trustworthy service for our customers and the best support for our staff.

Of course, it’s always important to know where improvements can be made. A review, overseen by the non-executive board, of the concerns raised in the programme will be undertaken.

If you’re a customer and you are concerned about a case with us, please get in touch and we’ll look into it. You can contact your case handler directly or call us on 0300 123 9 123. Our opening hours are listed here.

planning a holiday? Look before you book…

31 January 2018

Each year people contact us when they’ve had trouble on holiday – and haven’t had the help from their travel insurer that they expected. And most of the time, these disputes centre on what’s covered by their policy and what’s not.

Our latest selection of ombudsman news case studies highlights a range of issues involving travel insurance – from winter sports accidents to cancellation claims. We share our experience to help holidaymakers prevent problems arising, and to help insurers resolve complaints fairly.

We also answer a question we’ve received from a business about what the revised Payment Services Directive means for handling complaints. And we give our regular snapshot of the things people have complained to us the most about – this time for the third quarter of 2017/2018.

a warning about scammers

19 January 2018

We’ve heard that a number of people have recently received letters from scammers claiming to be from the Financial Ombudsman Service. The letter suggests that a refund is due for bank charges. This is followed by a letter claiming to be from HMRC confirming a refund of tax is due – this is part of the same scam. We have been in contact with HMRC about this.

Please do not respond to these letters. The Financial Ombudsman Service doesn't write to or phone people out of the blue to ask for personal information, or to suggest that a refund it due. We would only contact you if you've been in touch with us to register a complaint – and then we would only speak to you about that complaint. We're a free service so we will never ask you for money and we don't pay compensation to you directly.
If you have received a letter from us that seems suspicious and you’d like to check if it’s genuine, please phone us directly on 0300 123 9 123 and we’ll be happy to help.

For more information on what to look out for if you think someone is pretending to be fake Financial Ombudsman Service, head to Action Fraud’s website here.


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