The Dispatches programme on the work of the Financial Ombudsman Service gives an unfair impression of us.

Our role is to investigate disputes between financial businesses and their customers – making impartial decisions based on what’s fair and reasonable in each individual case.

Every day we make difficult judgement calls that affect people’s lives. Our people are committed to doing the right thing – and we’re determined to provide a fair and trustworthy service for our customers and the best support for our staff.

Of course, it’s always important to know where improvements can be made. A review, overseen by the non-executive board, of the concerns raised in the programme will be undertaken.

If you’re a customer and you are concerned about a case with us, please get in touch and we’ll look into it. You can contact your case handler directly or call us on 0300 123 9 123. Our opening hours are listed here.

Latest news

Ombudsman News 165

14 October 2021

Welcome to Ombudsman News. In this edition, we share detail about our refreshed guidance for making awards of compensation for distress and inconvenience. We also highlight our consultation about temporary changes to reporting the outcomes for certain complaints.

Distress and inconvenience Consultations and responses

Read more 

We’re consulting on a temporary proposed change to how we report the outcome of certain complaints

4 October 2021

Today, we’ve published a consultation on a proposal to help us move faster in reducing customer waiting times.

Read more 

Ombudsman News 164

24 September 2021

Welcome to Ombudsman News. In this edition, we share an overview of our latest complaints data, including detail on some of the trends seen in the first quarter of the 2021/22 financial year.

Q1 data H1 data

Read more