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.

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

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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.

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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

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