Earlier this year our non-executive board commissioned an independent review of our service to look at where we might be able to do things better.

A respected consumer rights champion, Richard Lloyd, was asked to carry out the review. In the months since his appointment, he has spent time talking to our people, our customers and our stakeholders, and he has shared his findings and recommendations with our service in a report (PDF 559KB).

Chief ombudsman and chief executive Caroline Wayman has welcomed the report, saying:

We’re grateful to Richard Lloyd for conducting such a thorough review. We’ll be considering carefully what it means for our service, keen to learn from the past so we can do things even better in the future. We will publish an update on our progress by the end of the year.

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Travel insurance complaints at their highest levels since the pandemic

16 July 2024

Holidaymakers unhappy with their travel insurance have led to rising levels of complaints.

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Banking complaints hit a 10-year high

12 July 2024

Complaints about the banking sector are at their highest level in at least a decade.

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Financial Ombudsman Service announces 44 new investigator jobs in Belfast

10 July 2024

The announcement signals the opening of a new hub in Northern Ireland for the Financial Ombudsman

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