Welcome to the latest edition of Ombudsman News. In this edition, we highlight our consultation on charging Claims Management Companies and other professional representatives. We also share our guidance notes on insurance cases and our complaints data on financial businesses.

See our previous editions of Ombudsman News.

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Consultation opens for charging professional representatives

Our consultation on charging Claims Management Companies and other professional representatives is now open. 

The consultation follows changes Parliament has made to the Financial Services and Markets Act and our earlier consultation on whether to introduce a fee. The document sets out the proposed fee mechanism and amount.  

Consumers, friends and families supporting them, charities and advice centres will still be able to bring their cases directly to us free of charge. The consultation is open until 4 July 2024.

 

Read and respond to our consultation

Complaints about insurance

Rachel Lam, our Ombudsman Director, recently gave a keynote speech at the Claims Club Summit to talk about our role.

Rachel shared knowledge and experience of resolving complaints about insurance. She discussed motor valuation, claim delays and other topical issues such as insurance pricing and handling of pre-existing conditions, particularly in pet insurance.

If you’re handling complaints about insurance, the guidance notes on our website may help you handle your cases quickly and efficiently. 

 

Read our guidance notes

Financial complaints have risen by 20% according to our half-yearly data

Our half-yearly data showing the number of complaints we received about financial businesses in the second half of 2023 is available on our website.

Overall we received a total of 95,349 complaints between 1 July and 31 December 2023, compared to 79,921 complaints in the same period in 2022.

 

Read the full data

Latest news

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.

Plans and budget Press release Consultations and responses

Read more 

Financial Ombudsman Service and FCA move to modernise redress system

15 November 2024

We launch a ‘Call for Input’ jointly with the Financial Conduct Authority (FCA) to create stability for consumers and businesses.

Press release CMC Consultations and responses

Read more 

Ombudsman News 192

27 June 2024

Welcome to the latest edition of Ombudsman News. In this edition, we highlight our consultation on charging Claims Management Companies and other professional representatives. We also share details of roles we’re currently recruiting for.

Recruitment CMC Consultations and responses

Read more