Embracing AI’s transformational impact on consumer complaints
27 March 2026
Our Chief Operating Officer, Marc Harris looks at how AI is impacting customer complaints, questions and experiences.
We share our insight in a number of ways through our annual publications, our newsletter Ombudsman News, our engagement with the regulator and other stakeholders, our regularly published data, on our social media channels and through blogs, reports and speeches. You can explore these blogs, reports and speeches below.
Filter
Can small businesses use the Financial Ombudsman?
22 January 2024
You may be aware that the Financial Ombudsman Service resolves disputes between individual consumers and financial businesses. But did you know we can also consider complaints from small businesses and other small organisations?
Diversity and inclusion: how we talk about race at work
30 October 2023
To mark Black History Month, Karl Khan shares why diversity is important to the Financial Ombudsman Service and reflects on how we’re planning to become a more diverse and inclusive organisation.
Our people, our purpose
24 October 2023
In this blog, Chief People Officer, Jane Cosgrove talks about our people, our purpose and our shared values – and how they are fundamental in building an engaged and inclusive organisation.
How financial businesses should work with us to resolve complaints
17 October 2023
In this blog, Deputy Chief Ombudsman, James Dipple-Johnstone, sets out why it's critical that financial firms and claims management companies (CMCs) are aware of what to do when a complaint is referred to our service – and highlights the support we provide to assist with good complaint handling.
How to help consumers if they have problems with goods and services
2 August 2023
From the complaints that we’ve seen, we know that consumers aren’t always aware of the rights and protection available when using plastic cards and credit.
1 of 4
Next