Welcome to the latest edition of Ombudsman News. In this edition we highlight a recent speech by our Chief Executive and Chief Ombudsman, Abby Thomas, on our role in the consumer protection landscape and our preparation for the Consumer Duty. We also share our latest annual complaints data and insight for 2022/23 – including some detail on complaints involving ‘hybrid scams’.

See our previous editions of Ombudsman News.

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Consumer Duty countdown: how we’re preparing

Abby Thomas, our Chief Executive and Chief Ombudsman, recently gave a keynote speech at the Consumer Duty Implementation Summit, organised by City & Financial Global.

 Abby spoke about the Financial Ombudsman Service’s role in the consumer protection landscape and discussed how we’re ready to look at complaints involving the Consumer Duty.

 Read more about the speech and our preparation for the Consumer Duty.

 

Read our news update

Annual complaints data and insight 2022/23

Our annual complaints data and insight is a review of our work over the past financial year.

It includes the volume of complaints we received and the proportion of complaints we upheld. We also share sector-by-sector insight into trends in complaints.

 

See our annual complaints data and insight

Financial Ombudsman Service warns of increase in ‘hybrid’ scams

Our annual complaints data shows the number of fraud and scams cases we received increased by almost a fifth in 2022/23 financial year, compared to the previous year. Over half of these complaints were about authorised push payment (APP) scams.

 We’re also seeing an increase in complaints that feature more than one type of scam. ‘Hybrid’ scams are now common in romance scams, purchase scams, and ‘safe account’ scams. 

 

Find out more

Complaints about financial difficulties and mortgages

The FCA has recently announced changes to its rulebook to support the implementation of the Government’s Mortgage Charter.

 We are able to investigate complaints involving mortgages and financial difficulty and have guidance on our website for both customers and financial businesses about making a complaint and our approach to the complaints we see.

 

Read our news update

Escape of water claims in unoccupied properties

Our latest blog outlines some of the questions insurers ask our Business Support Hub about escape of water claims in unoccupied properties and sets out some key issues to help you determine fair and reasonable outcomes.

 

Read our latest blog

Latest news

Ombudsman News 194

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Welcome to the latest edition of Ombudsman News. In this edition, we look at our latest data, which covers the complaints we received about financial products and services between April and June 2024.

Q1 data Fraud and scams Buildings insurance

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Fraud and scam complaints hit highest ever level

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Fraud and scam complaints are at their highest ever quarterly level, data released by us revealed today.

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Ombudsman News 193

18 July 2024

Welcome to the latest edition of Ombudsman News. In this edition, we highlight our latest annual complaints data and insight for 2023/24. We also share guidance for professional representatives about referring a complaint to us for investigation.

Annual data Banking and payments Travel Insurance CMC

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