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 Dispatches programme on the work of the Financial Ombudsman Service gives an unfair impression of us.
Our role is to investigate disputes between financial businesses and their customers – making impartial decisions based on what’s fair and reasonable in each individual case.
Every day we make difficult judgement calls that affect people’s lives. Our people are committed to doing the right thing – and we’re determined to provide a fair and trustworthy service for our customers and the best support for our staff.
Of course, it’s always important to know where improvements can be made. A review, overseen by the non-executive board, of the concerns raised in the programme will be undertaken.
If you’re a customer and you are concerned about a case with us, please get in touch and we’ll look into it. You can contact your case handler directly or call us on 0300 123 9 123. Our opening hours are listed here.
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