Our plans for 2018/19

Our expectations for the year ahead include:

• receiving 380,000 new complaints – including 220,000 complaints about PPI
• resolving 410,000 complaints – including 250,000 about PPI
• freezing case fee at £550 for the sixth year, with no fee chargeable for each business’s first 25 complaints
• freezing the levy at £24.5 million

Besides PPI, a wide range of issues and trends could influence the problems we’re called on to resolve – from new regulations to emerging technologies, and from changing patterns of borrowing to evolving financial fraud. In a fast changing landscape we must respond quickly and flexibly to demands for our help. So we’re investing in digital infrastructure, such as a new online portal where consumers can submit details of their complaint about a financial business, and preparing for potential changes to our remit, such as being able to help more SMEs.

More detail is in our plans for the year ahead 2018/19 (PDF 854KB).