Our insight

We regularly share insight from the hundreds of thousands of cases we handle each year to help make money matters fairer.

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.

Latest blogs, reports and speeches

The Consumer Duty one year on: full speech from Abby Thomas

Read the full speech, given by Abby Thomas at an FCA event to mark the first anniversary of the Consumer Duty

Can small businesses use the Financial Ombudsman?

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

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

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

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

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.

Dealing with complaints about car finance commission

We see a range of complaints about car finance agreements – from admin issues to affordability. Increasingly, we’re hearing from customers about the fairness of commission arrangements when they took out a car finance agreement.

What does the Consumer Duty mean for resolving financial complaints?

Abby gave a speech at the Consumer Duty Implementation Summit, organised by City & Financial Global, on 20 June 2023.

Escape of water claims in unoccupied properties

Following the cold snap in December 2022, our Business Support Hub saw a rise in enquiries from insurers about ‘escape of water’ claims in unoccupied properties. James Clements – Head of Operational Contact – answers the five most common questions we've been hearing about claims for such leaks.

Tackling complaints about discrimination

In this blog, Lauren looks at the types of discrimination complaints people refer to us, how financial businesses should approach them and how we can help. And highlights our new guidance notes to help financial services firms understand how we approach and resolve complaints about discrimination.

We’re extending the trial of our ‘proactively settled’ complaint category to 2024

After temporarily introducing a ‘proactively settled’ complaint category, we’re now trialling its permanent implementation.

Women in IT and the Financial Ombudsman Service

Our CIO, Nicola Wadham celebrates women in computer technology and explains why diversity is so important at the Financial Ombudsman.

Promoting diversity, inclusion and wellbeing

This International Women’s Day, Abby Thomas, our Chief Executive and Chief Ombudsman, reflects on what equality and diversity mean for our staff and customers.

The Technical Desk has become the Business Support Hub

The Financial Ombudsman Service resolves disputes between financial businesses and consumers in a fair and reasonable manner. But did you know that we also help financial businesses settle issues with customers before a formal complaint reaches us?

Helping small businesses resolve complaints

In our blog, we share some of the work of our small business team over the last three years. The team resolve complaints across a wide range of commercial products and services. We also outline some of the ways we share insight and engages with stakeholders.

Staying safe from scams and what to do if you’re caught out

We share some detail on how you can protect your personal information, as well as what to do if you think you have been scammed – and how we can help if you have a complaint or don’t think you’ve been treated fairly by a financial business.

Previous blogs and reports

Ombudsman News

Explore previous editions of Ombudsman News.

Annual reports and accounts

Our Annual Reports and Accounts give detail about our progress against our strategic aims and objectives each year, together with information about our financial performance and our audited accounts.

Case studies

Browse our case studies to find out more about who we've helped, and what we've done.

Data and insight

Complaints data, published final decisions and insights to browse and download

Our insight

Latest blogs, reports and speeches

The Consumer Duty one year on: full speech from Abby Thomas

Can small businesses use the Financial Ombudsman?