The Financial Ombudsman Service has published its Plans and Budget for 2023/24 which sets out our ambitions for the next financial year. 

In 2023/24, the Financial Ombudsman expects to receive 184,000 complaints and resolve 204,000 complaints.

The Financial Ombudsman Service’s 2023/24 budget includes: 

  • Freezing its individual case fee of £750
  • Freezing its compulsory jurisdiction levy at £106 million
  • Reducing its voluntary jurisdiction levy from £700,000 to £500,000
  • Businesses will continue to get three free cases
  • Group-account fee arrangement businesses will not receive any free cases

Over the last year we’ve made good progress in bringing down our backlog and waiting times, but there’s more for us to provide the best service to all our customers. We’ve identified five areas of focus for 2023/24:

  • To enable customers to self-serve, where appropriate, through our digital transformation programme
  • Ensure quality and timely outcomes, underpinned by operational efficiency
  • Build a workforce for the future – making sure we have the right skills and capabilities, and the ability to meet future demand
  • Design and build an updated funding model for 2024/25
  • Develop a data-driven prevention strategy and using data and insight to improve our performance

Latest news

Businesses must step up support for people in debt

19 September 2024

Businesses need to take a more compassionate approach to debt management, Abby Thomas, Chief Executive and Chief Ombudsman said today.  

Press release Consumer Credit Debt

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Financial Ombudsman Service outlines top tips to avoid common pension complaints

11 September 2024

The common pension pitfalls are being highlighted today to mark pensions awareness week and help consumers understand the help that’s available.

Press release Pensions

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Fraud and scam complaints hit highest ever level

4 September 2024

Fraud and scam complaints are at their highest ever quarterly level, data released by us revealed today.

Press release Fraud and scams Q1 data

Read more