Financial Ombudsman Service consults on changes to its case fees
13 August 2025
We're consulting on changing our case fee structure which would see businesses pay less for complaints which are resolved earlier in the investigation process.
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.
If you have a complaint
I want to know if you can look at my complaint
I want to find out more about your process
Cost of living complaints
We can investigate complaints related to the financial impact of the rising cost of living. If a lender or financial business hasn’t treated you fairly, find out how we can help.
If you are looking for debt advice or guidance, or if you’re worried about money and finding it difficult to know where to start, the government-backed MoneyHelper service can help you find a way forward.
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?
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?
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.
Decisions and case studies
We share our practical experience in resolving financial disputes in a range of situations. Read our Ombudsman decisions and case studies to find examples of cases we resolved.
Helping prevent complaints
Our data and insight take a closer look into the cases we handle. They highlight complaint themes and trends and the impact we’ve had.
We also share some key points for consumers and businesses on what to look out for and how we can help.
Latest news
Financial Ombudsman Service sees a fall in case levels – with complaints at their lowest level for more than a year
7 August 2025
Financial complaints needing our intervention have fallen to their lowest level in over a year, according to new quarterly figures published today.
FCA appoints new interim chair of the Financial Ombudsman Service
28 July 2025
Today the Financial Conduct Authority (FCA) announced the appointment of Liam Coleman as interim chair to the board.
