The Financial Ombudsman Service has published details on protecting your personal information and what to do if you have a complaint about a fraud or scam, and don’t think you’ve been treated fairly by a financial business. 

Every year we see thousands of complaints involving fraud and scams. The circumstances are wide-ranging, from disputed card transactions and cash-machine withdrawals to online banking fraud and identity theft. The type of complaint is constantly evolving too, as fraudsters develop new – and increasingly sophisticated – methods, or seek to exploit events, like the current impact of Covid-19.

Some fraud and scams can be very convincing – for example, using fake websites that look identical to banks’ online systems, or text messages that to look like they’re from someone’s bank.

We’re sharing what we see in complaints about fraud and scams to help consumers protect their personal information. We also explain how we can help if consumers have a complaint and don’t think they’ve been treated fairly.

Latest news

Complaints about PayPal

20 May 2022

PayPal (Europe) S.ar.l. et Cie, S.C.A (PayPal) is withdrawing from the Financial Ombudsman Service’s voluntary jurisdiction with effect from 1 December 2022. There will be an impact on the types of complaint we will be able to consider about PayPal.

Read more 

We’ve published our complaints data from the second half of 2021

13 April 2022

Today we’ve published data showing the number of complaints we received about individual businesses between 1 July and 31 December 2021.

Data and Insight H2 data

Read more 

Making a complaint about the British Steel Pension Scheme

31 March 2022

The FCA has today launched a consultation about redress and the British Steel Pension Scheme (BSPS). BSPS members do not need to wait for the outcome of the FCA consultation to complain, they can continue to get in touch with the Financial Ombudsman directly.

Read more