All FAQs

We're funded by a combination of levies and case fees paid by the businesses we cover. As we're unbiased, our funding isn't dependent on the outcome of the complaints we look into.

The financial services regulator, the Financial Conduct Authority, collects the levy each year. Businesses pay on a sliding scale - the levy ranges from around £45 a year for a small financial advice business to over £1 million for a high-street bank.

Each year we consult publicly on our proposed budget for the financial year ahead - including the amount we plan to raise through the levy, and the proposed level of our case fees.

Under the current arrangements, businesses that have 25 cases or fewer referred to us in a year don't pay any case fees.

For the 26th complaint and each one after that, we charge a fee when the complaints is resolved.

Read more about how we're funded and the case fees businesses pay.