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.
20 July 2026
The Financial Ombudsman Service Board has appointed Jenny Simmonds as permanent Chief Executive Officer and James Dipple-Johnstone as permanent Chief Ombudsman.
8 July 2026
From 15 July, consumers can bring eligible complaints to us about BNPL agreements if they can't resolve things with their provider.
4 June 2026
As festival season gets going, many consumers may not understand their rights to getting their money back if things go wrong.
