In 2018, the world looks very different to when the Financial Ombudsman Service was first established. And for us – like for the financial services sector itself – standing still simply isn’t an option. That’s why, over the last couple of years, we’ve been through the biggest transformation of our service since we were set up.
While continuing to manage the fall out of mis-sold PPI – with complaints still reaching us in their hundreds of thousands, accounting for over half of all those we receive – we’ve been ensuring that we’re able to respond to the problems people are having today, and that we’re ready for the future too.
Caroline Wayman, chief ombudsman and chief executive