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 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.
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.
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
Financial Ombudsman Service predicts it will receive over 37,000 fraud and scams complaints next year
23 January 2025
We anticipate that fraud and scams will account for 35% of our incoming banking and loan cases in the next financial year.
High demand for Financial Ombudsman Service continues while business fees remain at lower levels
11 December 2024
The Financial Ombudsman Service will keep costs lower for businesses and further improve its value for money as it faces continued high demand in the year ahead, according to proposals published today.