Financial Ombudsman Service publishes annual complaints data 2020/21
25 May 2021
The Financial Ombudsman Service has published its annual complaints data for the 2020/21 financial year (April 2020-March 2021) with commentary and insight.
The Financial Ombudsman Service is a free and easy-to-use service that settles complaints between consumers and businesses that provide financial services. We resolve disputes fairly and impartially, and have the power to put things right.
Find out how our service is being impacted by the Covid-19 (coronavirus) outbreak, and what this means for your complaint:
If you have a complaint
What can you look at?
How does the process work?
If you are a business dealing with complaints:
I want to know how you handle cases
I need support with a consumer’s enquiry
Are you a small business?
From 1 April 2019, if you’re a small business (SME) and want to make a complaint to us, head to our dedicated small business website for more information about how we can help.
Need help with a claims management dispute?
From 1 April 2019, 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, head to the Claims Management Ombudsman website for more information.
Who we’ve helped
Clarence’s complaint about payments for a service he didn't receive Consumer Credit
Clarence got in touch with us after he’d been trying to resolve a payment issue he’d been having for a service he’d bought but was no longer receiving. After a year of trying to sort it out himself, he came to us for help.
Read Clarence’s complaint about payments for a service he didn't receive case study
Who we’ve helped
Carolyn’s PPI complaint PPI
Carolyn contacted us after making a complaint about PPI. She wasn’t sure that the business had made the right decision, so decided to get in touch with us.
Who we’ve helped
Shazir’s complaint about an extension to a finance agreement Consumer Credit
Shazir got in touch with us when a problem arose with the company that provided the finance for his kitchen redesign.
Read Shazir’s complaint about an extension to a finance agreement case study
Research
We regularly publish information and data about our work and the cases we see.
Data and insight
See all data and insight
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