Financial Ombudsman Service consults on changes to its case fees
13 August 2025
We're consulting on changing our case fee structure which would see businesses pay less for complaints which are resolved earlier in the investigation process.
The Financial Conduct Authority (FCA) has confirmed the annual increase to our award limits.
Our award limit is the maximum amount we can require a financial service firm to pay when we uphold complaints. This limit is adjusted each year in line with inflation, as measured by the Consumer Prices Index (CPI).
From 1 April 2020, our award limits will change to:
-
£375,000 for complaints referred to us on or after 1 April 2022 about acts or omissions by firms on or after 1 April 2019.
-
£355,000 for complaints referred to us between 1 April 2020 and 31 March 2022 about acts or omissions by firms on or after 1 April 2019.
-
£350,000 for complaints referred to us between 1 April 2019 and 31 March 2020 about acts or omissions by firms on or after 1 April 2019.
-
£160,000 for complaints referred to us after 1 April 2019 about acts or omissions by firms before 1 April 2019.
-
£150,000 for any complaints referred to us before 1 April 2019.
The FCA’s policy statement PS19/8 on increasing our award limit sets out the full background. The change can be seen in the FCA's handbook.
For further enquiries:
- Consumers can contact us online
- Regulated financial services businesses can contact our Business Support Hub
- For media enquiries, call 0207 964 1234
Latest news
Financial Ombudsman Service sees a fall in case levels – with complaints at their lowest level for more than a year
7 August 2025
Financial complaints needing our intervention have fallen to their lowest level in over a year, according to new quarterly figures published today.
FCA appoints new interim chair of the Financial Ombudsman Service
28 July 2025
Today the Financial Conduct Authority (FCA) announced the appointment of Liam Coleman as interim chair to the board.