Financial Ombudsman Service publishes Feedback Statement on outcome reporting consultation

Press release

Over the last year we’ve made good progress in bringing down our backlog and waiting times, but there’s more for us to do to provide the best service to all our customers.

As a result of the consultation and feedback received, the Financial Ombudsman Service will be proceeding with the initiative, which will see it report cases as “proactively settled” where certain criteria is met. This will be a trial for the 2023/24 financial year.

This follows on from a similar initiative launched in November 2021, which led to around 100 businesses making 7,000 offers to resolve complaints more quickly.

The key difference from the previous consultation and implementation is that this initiative only applies to new cases with the service.

Latest news

Financial complaints have risen by 20% according to latest half-yearly data

1 May 2024

Our newly published data shows the number of financial complaints received in the second half of 2023 rose by a fifth.

Press release Data and Insight H2 data

Read more 

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

Read more 

Credit card complaints hit all time high

1 March 2024

Our latest complaints data publication shows that perceived unaffordable lending has driven complaints relating to credit cards to their highest quarterly level.

Q3 data Complaints data Data and Insight Press release Credit Cards

Read more