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), with the approval of the Treasury, has reappointed Baroness Manzoor CBE as Chair of the Financial Ombudsman Service.
Baroness Manzoor CBE, Chair of the Financial Ombudsman Service, said:
I’m delighted to be reappointed as Chair of the Financial Ombudsman Service as we move forward on our ambitious change agenda to provide a first-rate service to our customers. I am looking forward to continuing to work with my Board and my new Executive Team to deliver sustainable performance improvements, excellent service standards and value for money.
Maintaining open and constructive dialogue with all our stakeholders, including the Treasury and the FCA, will also be a key focus. We will continue to ensure that our proactive engagement to share the valuable insights our casework provides will enable businesses to address their customers’ concerns quickly and fairly and reduce the number of complaints that need to be referred to our Service.
Richard Lloyd OBE, Interim Chair of the FCA, said:
I congratulate Zahida on her reappointment and I look forward to continuing to work with her. The Financial Ombudsman Service fulfils an essential role in ensuring fair outcomes for consumers and financial services firms, and the extensive transformation programme initiated in her first term as Chair will stand the service in good stead for the future.
The Financial Ombudsman Service was set up by Parliament to resolve individual complaints between financial businesses and their customers on a fair and reasonable basis, as an alternative to the courts. It can look into problems involving most types of money matters. It is committed to sharing insight and experience to encourage fairness and confidence in financial services.
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.
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.
15 July 2025
The Financial Conduct Authority (FCA) and Financial Ombudsman Service are seeking to modernise the financial redress system to help prevent it becoming overwhelmed, delaying consumer compensation.