We’ve published our annual review today. This covers the main stories we’ve seen in banking & borrowing, insurance, investments & pensions, and PPI over the financial year 2018/2019.
You can read about the trends in – and our approach to – areas such as fraud & scams and short-term lending, as well as how we’re developing our service as we move towards the PPI deadline.
You can also view and download our data on complaints figures and customer service.
Commenting on the figures, Caroline Wayman, chief ombudsman and chief executive of the Financial Ombudsman Service, said:
Too often we see that the interests of consumers are not hard-wired into financial services. This marks a five-year high in the number of complaints that consumers have brought to us, and the behaviour we’ve seen from some businesses is simply not good enough.
While we do see examples of businesses responding well to customer concerns, we also see many firms who don’t. Our message to businesses is that practices must improve. If someone has a problem with a financial service, they can come to us with confidence and we will work with them and the business to resolve the issue.
If you’d like a copy of our press release for the annual review, please email [email protected].
Alongside our annual review, we’ve also published our Independent Assessor’s annual report, and our management response to it.
27 June 2024
Welcome to the latest edition of Ombudsman News. In this edition, we highlight our consultation on charging Claims Management Companies and other professional representatives. We also share details of roles we’re currently recruiting for.
12 June 2024
Our proactive settlement scheme gives financial businesses the opportunity to resolve a complaint early on in our process. Some changes will apply to the way the scheme runs from the end of June 2024.
30 May 2024
Following a companywide vote, Sands, the UK’s leading pregnancy and baby loss charity, was chosen to be supported over the next two years.
