Information about the Financial Ombudsman Service’s Board commissioned independent review. 

Our Board has commissioned an independent external review of our service. The commissioning of independent reviews is something the Board undertakes periodically. Previous reviews can be found on our website.

The current review focuses on ensuring that the Financial Ombudsman Service can continue to meet the needs of its customers, both consumers and business. The review will be split into two parts:

  • The first phase is looking at the current operational effectiveness of the service – evaluating our performance and efficiency against our objectives.
  • The second phase will build on phase one and consider the key changes in the external landscape – and how the service must adapt to meet our current and future challenges.

The independent management consultancy will be reaching out to a range of stakeholders as part of the review to ensure they obtain a broad range of input from those that the service work with regularly.

The review is being conducted over the summer.  The results will be available in the autumn on the website, where we publish all our periodic review findings.

Latest news

Complaints about Nationwide’s Fairer Share Payment scheme

1 November 2023

We have been asked by some members of Nationwide to investigate complaints about the Fairer Share Payment scheme.

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Ombudsman News 185

24 October 2023

Welcome to the latest edition of Ombudsman News. In this edition we highlight our latest blog which outlines ways of working with us during the complaint-handling process, and the support and resources we offer. We also share our latest data, covering complaints about financial businesses from the first half of 2023.

Business Support Hub H1 data Recruitment

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We’ve published our complaints data from the first half of 2023

11 October 2023

Today, we’ve published data that shows how many complaints we received about financial businesses in the first half of 2023.

Complaints data Data and Insight H1 data Press release

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