Our plans and budget for 2021/22 incorporate feedback from stakeholders following a consultation in December 2020 and January 2021. 

Our plans and budget document sets out that, in the year to the end of March 2021, despite the unprecedented impact of Covid-19, we expect to have resolved in excess of 95% of the volume of cases we’d originally planned to in our general casework. 

However, the pandemic has also contributed to the substantial increase in the number of new complaints we received in 2020/21 – forecast to be at least 45% higher than expected at the beginning of the 2020/21 financial year. 

The plans and budget published today sets out how the service is responding to this, including our plans to bring down waiting times. 

Latest news

Charges for professional representatives detailed for the first time in new ombudsman service consultation

23 May 2024

Today we set out our proposed changes to our fee structure, following the introduction of legislation in Parliament.

Press release

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An update on car finance commission complaints

9 May 2024

We have written to our customers with an update about our car finance commission cases. It's important to us that consumers understand our plans for progressing complaints and that financial businesses and professional representatives are clear on our expectations.

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

1 May 2024

Our newly published data shows the number of financial complaints received in the second half of 2023 rose by a fifth.

Press release Data and Insight H2 data

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