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Financial Ombudsman Service receives over 305,000 complaints in 2024/25
About us / Data and insight / News
Financial complaints are at their highest level in six years, according to new annual figures.
Published 02/07/2025 Last updated 08/07/2025
Ibrahim’s pet insurer won’t compensate him for an admin error
Business / How to settle complaints / Case studies
Ibrahim’s insurer was confused about the age of his dog and this affected his annual pet insurance policy renewal.
Published 12/10/2021 Last updated 07/04/2026
Redress system reforms to prevent compensation delays and provide predictability needed for innovation
About us / Data and insight / News
The Financial Conduct Authority (FCA) and Financial Ombudsman Service are seeking to modernise the financial redress system to help prevent it becoming overwhelmed, delaying consumer compensation.
Published 15/07/2025 Last updated 19/12/2025
Consumer gets in touch about the wait for her car to be fixed
Business / How to settle complaints / Case studies
Elena contacted us when repairs to her car took longer than she was told, and didn't accept the amount of compensation being offered.
Published 12/10/2021 Last updated 14/07/2025
Financial Ombudsman Service consults on changes to its case fees
About us / Data and insight / News
We're consulting on changing our case fee structure which would see businesses pay less for complaints which are resolved earlier in the investigation process.
Published 13/08/2025 Last updated 13/08/2025
Consumer complains insurer should honour treatment after policy is cancelled
Business / How to settle complaints / Case studies
Stuart contacted us after his insurer said it wouldn't pay for treatment it had originally agreed to pay for.
Published 12/10/2021 Last updated 14/07/2025
Small business complains about customer service received from bank
Business / How to settle complaints / Case studies
A company's director got in touch after they experienced bad customer service from their bank, which caused some inconvenience to their operations.
Published 12/10/2021 Last updated 14/07/2025
Lender delays Natasha’s mortgage balance update
Business / How to settle complaints / Case studies
Natasha complained to us after she had to make several requests before her mortgage lender sent through her outstanding balance.
Published 12/10/2021 Last updated 16/01/2026
Keep your pension safe from scammers, warns the Financial Ombudsman Service
About us / Data and insight / News
Over the past five years hundreds of people have fallen victim to potential pension scams, the Financial Ombudsman Service revealed today.
Published 18/09/2025 Last updated 18/09/2025
Consumer wants compensation for inconvenience and delays in claim on car insurance
Business / How to settle complaints / Case studies
Farzana contacted us after facing multiple issues with her car insurer, and felt that she should get compensation for the distress caused and ongoing impact it would have.
Published 12/10/2021 Last updated 14/07/2025