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.
Today we’ve published our plans for the financial year 2018/2019, following formal consultation with our stakeholders. Our plans set out how many people we think will come to us for help and what we need to do, to give them the fair, rigorous, consistent answers they need.
Our expectations for the year ahead include:
- receiving 380,000 new complaints – including 220,000 complaints about PPI
- resolving 410,000 complaints – including 250,000 about PPI
- freezing case fee at £550 for the sixth year, with no fee chargeable for each business’s first 25 complaints
- freezing the levy at £24.5 million
Besides PPI, a wide range of issues and trends could influence the problems we’re called on to resolve – from new regulations to emerging technologies, and from changing patterns of borrowing to evolving financial fraud. In a fast changing landscape we must respond quickly and flexibly to demands for our help. So we’re investing in digital infrastructure, such as a new online portal where consumers can submit details of their complaint about a financial business, and preparing for potential changes to our remit, such as being able to help more SMEs.
More detail is in our plans for the year ahead 2018/19 (PDF 854KB).
Latest news
Consultation on compensation interest levels launched by the Financial Ombudsman Service
4 June 2025
Today we opened a consultation on the interest rate applied to the compensation awarded to consumers.
Financial Ombudsman Service celebrates raising more than £30,000 for baby loss charity
22 May 2025
We have raised more than £30,000 for Sands, the UK’s leading pregnancy and baby loss charity – hitting our two-year fundraising target in just 12 months.