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.
20 July 2026
The Financial Ombudsman Service Board has appointed Jenny Simmonds as permanent Chief Executive Officer and James Dipple-Johnstone as permanent Chief Ombudsman.
8 July 2026
From 15 July, consumers can bring eligible complaints to us about BNPL agreements if they can't resolve things with their provider.
4 June 2026
As festival season gets going, many consumers may not understand their rights to getting their money back if things go wrong.
