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.
Welcome to the latest edition of Ombudsman News. In this edition we share our recently published annual report and feedback statement following our recent consultation. We also have a special focus on some of our online resources for financial businesses that help support the aims of #TalkMoney Week, which is taking place this month.
See our previous editions of Ombudsman News.
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Talk money week
Every year in November the Money and Pensions Advisory Service uses #TalkMoney week to encourage people to take the opportunity to have more open conversations about money and finances.
This year we’re joining the conversation by sharing our online resources that explain our role and our approach to complaints about financial products and services.
Our approach to resolving complaints
Sharing insight and engaging with businesses
We have years of experience dealing with financial disputes. On our website we regularly share detailed reports, blogs and data about the cases we handle to help prevent complaints from arising or to help resolve them at the earliest stage. Our insight takes a closer look into key trends in complaints, the impact we’ve had, and we share some key points for consumers and businesses on what to look out for and how we can help.
Our annual report and accounts for 2020/21
We’ve published our annual report for the financial year 2020/2021, it’s available now on our website. The report covers the activity and performance of the Financial Ombudsman Service during the year and includes commentary from both our Chair and interim Chief Executive and Chief Ombudsman.
Our feedback statement on consultation on outcome reporting
We have published our consultation feedback statement on temporary changes to reporting the outcomes of certain complaints. The statement provides a response on issues raised through the consultation and confirms detail of the initiative.
More from the Financial Ombudsman
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