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

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.

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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

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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.

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