Financial Ombudsman Service receives over 305,000 complaints in 2024/25
2 July 2025
Financial complaints are at their highest level in six years, according to new annual figures.
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.
See our previous editions of Ombudsman News.
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Banking complaints hit a 10-year high
Our latest annual complaints data on financial products and services is now available. It shows that in 2023/24, complaints about banking and payments have reached their highest level in at least a decade.
You can find the full data, including the number of new complaints we’ve received, and the proportion of complaints we upheld, on our website.
Travel insurance complaints at their highest level since the pandemic
The total number of new complaints we received about travel insurance in the last financial year has reached the highest-level since the pandemic – with cases primarily driven by people dissatisfied with insurers declining their claims.
Overall, we received 4,466 new complaints in 2023/24, compared to 3,745 in the year before.
Information for professional representatives
On our website, we’ve published guidance for professional representatives about referring a complaint to us for investigation. It includes links to the complaint form to use, as well as other resources and useful information.
Latest news
Charges for professional representatives to refer cases to the Financial Ombudsman Service come into force today
1 April 2025
From 1 April 2025, professional representatives will be charged £250 to refer a case to our service due to our new charging regime.
Financial Ombudsman Service to start charging professional representatives to refer cases
7 February 2025
The Financial Ombudsman Service has announced that it will be proceeding with a proposal to charge professional representatives to refer a case to its service.