The Financial Ombudsman Service is a free service, set up by Parliament in 2001. We investigate complaints about financial businesses – companies that provide products and services like bank accounts, credit cards and loans, insurance policies, pensions, savings and investments.
On this page, you can find out more about:
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Read the transcript of ‘What is the Financial Ombudsman Service’ video (PDF 63KB)
Our purpose
Our purpose is clear. We were set up to help resolve complaints between financial businesses and their customers. We are an informal and free alternative to the courts, resolving individual disputes fairly, reasonably quickly and with minimum formality. If we decide someone has been treated unfairly, we’ll use our legal powers to put things right.
Our powers to resolve complaints
How we work with stakeholders
Our customer service
Our people
Our people are at the core of our ability to deliver our purpose. As well as a shared commitment to deliver exceptional customer experiences, we are committed to investing in our people, fostering collaboration, and providing support and resources to help them to thrive.
Diversity and inclusion
Our values
Executive team
Our Board
Ombudsman panel
Our governance
The way we're governed and funded reflects our independent role. Read more about our strategic plans and budget and the standards we put in place to provide assurance and accountability for our service.
How we are governed
How we are funded
Our Annual Reports and Accounts
Our Plans and Budget
Our service standards
Our AI principles
Are you a small business?
If you’re a small business (SME) and want to make a complaint to us, go to our dedicated small business website for more information about how we can help.
Need help with a claims management dispute?
We can also help with complaints about claims management companies (CMCs). If you have a complaint, or you’re a CMC dealing with a complaint, go to the Claims Management Ombudsman website for more information.