Welcome to the latest edition of Ombudsman News. In this edition we share our plans and budget consultation for 2023/24 and our newly published online guidance for consumers and financial businesses about financial difficulties in mortgages. We also highlight our opening hours over the Christmas period.

See our previous editions of Ombudsman News.

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Now open: our Plans and Budget Consultation 2023/24

We’ve published a public consultation on our proposed plans and budget for 2023/24. It sets out the volume of complaints we expect to receive and resolve over the next financial year, and how we expect to fund our service. The consultation is open until 31 January 2023. Read the full consultation and find out how to respond, on our website.

Read the full consultation

Financial difficulties in mortgages – information about our approach

People’s circumstances can change during the lifetime or term of their mortgage. Losing a job, a relationship breakdown or a period of illness are all examples of things that can lead to a period of financial difficulty and to customers being unable to afford mortgage repayments. Some circumstances are very specific or individual, sometimes they are linked to other events, such as the Covid-19 pandemic or the rising cost of living.

Our newly published online guidance for consumers and businesses explains our approach to complaints about financial difficulties in relation to mortgage debt.

Information for consumers Information for businesses 

Opening hours over the festive period

Our opening hours will be changing over the festive period. Take a look at our website to find full details of our opening hours between 23 December and 3 January 2023.

Our consumer helpline opening hoursBusiness Support Hub opening hours

Latest news

Ombudsman News 182

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Ombudsman News 180

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Welcome to the latest edition of Ombudsman News. In this edition we share our recently published Feedback Statement following consultation and our Plans and Budget for 2023/24. We also highlight the changes to our award limits and share details of roles we’re currently recruiting for.

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We've published a consultation on proposed amendments to the way we report business-specific complaints data.

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