Financial Ombudsman Service sees lowest complaint levels in two years
5 February 2026
New cases coming to us have returned to complaint volumes last seen in 2023/24.
Financial Ombudsman at ABI annual conference 2022
Ombudsman Leader, Rachel Lam, attended the ABI annual conference yesterday to take part in a panel discussion about the UK data landscape. She spoke to attendees about how the Financial Ombudsman service shares data and insight to help prevent complaints arising.
The panel discussed changes ahead for the UK data landscape, the legal and regulatory environment, and the impact on insurance and long-term savings providers and their customers.
Rachel spoke about how the Financial Ombudsman uses data to understand and identify trends in the complaints we see about the insurance and long-term savings sector. She also outlined the data and insight the Financial Ombudsman shares about the complaints we receive and resolve, to help inform engagement with businesses and to help prevent complaints arising. Today the Financial Ombudsman publishes data about complaints received between October and December 2021.
Rachel outlined the role data and technology has on customers’ understanding or expectations of financial products and services and where use of data can present challenges or raise questions of fairness.
Read more about the data and insight we share, and information the Financial Ombudsman has published about our approach to insurance complaints, and where they sometimes involve aspects of data or emerging technologies, in the links below.
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