Our strategic plans and budget 2019/2020

We consulted on these plans back in December 2018, and 25 organisations responded. They included major banks, insurers, and industry and consumer groups.

Stakeholders generally welcomed our proposals about the immediate financial year and longer-term future, and said they recognised the challenges we were facing. Their feedback is summarised in the document.

We anticipate receiving 460,000 complaints, including 250,000 about PPI, and 50,000 about short-term lending. Overall, we’re planning to resolve more than half a million complaints.

With fluctuating demand for our service, and expansion of our remit to cover complaints from SMEs and about CMCs, we need to be flexible. It’s a year of big ambitions. But these strategic plans mean people can continue to have confidence we’ll be able to resolve the increasingly complex mix of problems people bring to us, now and in the future.