Annual complaints data and insight 2020/21
26 May 2021
Our annual complaints data is a review of our work over the course of the financial year, April 2020 to March 2021.
We share our insight in a number of ways – through our annual publications, our newsletter Ombudsman News, our engagement with the regulator and other stakeholders, our regularly published data, on our social media channels and through blogs, reports and speeches. You can explore these blogs, reports and speeches below.
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Blog: Helping small businesses with life-changing financial disputes
28 October 2020
Caroline Wayman, chief ombudsman and chief executive, explains why our experience of having resolved millions of complaints over the last 20 years means we’re well-placed to provide fair and impartial resolutions to what can often be critical financial disputes faced by small businesses.
Blog: The impact of Covid-19 on financial service complaints and SMEs – what we've seen so far
30 September 2020
Richard Thompson, principal ombudsman and quality director, shares his thoughts on how Covid-19 has impacted small businesses and the type of complaints we're seeing, as well as how our service is playing its part in helping to resolve them.
Insight summary: complaints resulting from Covid-19 and the impact on consumers and SMEs
24 August 2020
Covid-19 has given rise to many new and complex questions of fairness. Since the early days of lockdown in March 2020, we’ve heard from consumers and SMEs about issues we couldn’t have anticipated before the pandemic.
Lessons from the past, ambitions for the future: our 2019/20 complaints data analysis
3 June 2020
Commentary from our chief ombudsman and sector-by-sector insight into trends in complaints.
Staying safe from scams and what to do if you’re caught out
We share some detail on how you can protect your personal information, as well as what to do if you think you have been scammed – and how we can help if you have a complaint or don’t think you’ve been treated fairly by a financial business.
