Today, we’ve published our strategic plans and budget for the next financial year (PDF 2.5MB). This has been approved by the FCA.
We consulted on these plans back in December 2018, and 25 organisations responded. They included major banks, insurers, and industry and consumer groups.
Stakeholders generally welcomed our proposals about the immediate financial year and longer-term future, and said they recognised the challenges we were facing. Their feedback is summarised in the document.
We anticipate receiving 460,000 complaints, including 250,000 about PPI, and 50,000 about short-term lending. Overall, we’re planning to resolve more than half a million complaints.
With fluctuating demand for our service, and expansion of our remit to cover complaints from SMEs and about CMCs, we need to be flexible. It’s a year of big ambitions. But these strategic plans mean people can continue to have confidence we’ll be able to resolve the increasingly complex mix of problems people bring to us, now and in the future.
30 January 2020
The Financial Ombudsman Service has been named one of the most inclusive employers in Britain by lesbian, gay, bi and trans equality charity Stonewall in its Top 100 Employers list for 2020.
16 December 2019
Today we’ve published a public consultation on our proposed plans and budget for 2020/2021 and our future strategy, looking ahead to 2025 and beyond.