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

Ombudsman News 190

8 April 2024

Welcome to the latest edition of Ombudsman News. In this edition, we highlight our Plans and Budget for 2024/25 and changes to our award limits. We also share details of roles we’re currently recruiting for.

Recruitment Strategic plans and budget

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Financial Ombudsman increases complaint level predictions as performance continues to improve

4 April 2024

Today we published our final Plans and Budget detailing the next phase of our transformation, whilst confirming the increased caseload we expect in the upcoming financial year.  

Press release Strategic plans and budget

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Increase to our award limits

13 March 2024

The Financial Conduct Authority (FCA) has confirmed an increase to our award limits from 1 April 2024.

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