Financial Ombudsman Service receives over 305,000 complaints in 2024/25
2 July 2025
Financial complaints are at their highest level in six years, according to new annual figures.
The Financial Ombudsman Service has published its annual complaints data for the 2021/22 financial year (April 2021 to March 2022) with insight into common problems raised by consumers.
The complaints data published today show that complaints about “authorised” scams increased by around a fifth in the last financial year, with nearly 9,370 complaints being received compared to 7,770 in 2020/21. The Financial Ombudsman is continuing to uphold around three quarters of “authorised” scam complaints in the consumers’ favour.
Administration and customer service problems topped the list of issues where customers had problems, with more than 35,000 complaints against financial businesses being brought to the Financial Ombudsman, including nearly 25,000 in the banking and credit sector.
The Financial Ombudsman Service has also published commentary and insight on complaints received in 2020/21, including analysis and case studies covering banking and credit, borrowing, insurance and investments.
Analysis of the figures published today highlights the following trends:
Overall, in the main financial product areas, we received:
Commenting on the figures published today, Nausicaa Delfas, interim Chief Executive and Chief Ombudsman of the Financial Ombudsman Service, said:
Over the past year, the Financial Ombudsman Service continued to help over two hundred thousand customers who had problems with financial businesses on issues across banking, lending, insurance and investments. In this period of economic uncertainty it is more important than ever that where problems do arise, they are addressed quickly. We are here to help to resolve financial disputes fairly and impartially.
Read the annual complaints data and insight 2021/22.
We have also published:
2 July 2025
Financial complaints are at their highest level in six years, according to new annual figures.
4 March 2025
The Financial Ombudsman Service is continuing to receive high levels of complaints from consumers and small businesses, according to new figures published today.
24 October 2024
The number of financial complaints we received in the first half of 2024 rose by over 40%.