We’ve been sorting out complaints between financial businesses and their customers since we were set up by Parliament in 2001.

Our service is free for consumers, and every year well over 1 million people contact us about problems with:

  • bank accounts, payments and cards
  • payment protection insurance (PPI)
  • home, car, travel and other types of insurance
  • loans and other credit, like car finance
  • debt collection and repayment problems
  • mortgages
  • financial advice, investments and pensions

Find out more about the complaints we can help with.

Guided by fairness

Fairness is at the heart of what we do – and how we treat our staff and the people who use our service.

Our aims and values

How our work is guided by our sense of fairness.

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Equality, diversity and inclusion

How we try to treat everyone we deal with fairly and equally. 

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Our service

If a financial business and a customer can’t resolve a complaint themselves, we’ll give an unbiased answer about what has happened. If we decide someone has been treated unfairly, we’ll use our legal powers to put things right.

Handling a complaint

Information and advice for businesses on handling customer complaints. 

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Our customer service

What we do to provide excellent customer service.

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How we make decisions

Find out about the process and rules we follow. 

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Governance and funding

How we’re governed and funded reflects our independent role. 

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The people behind the Financial Ombudsman Service

From our non-executive board to our panel of ombudsmen, find out about the people who work for our service – and how you can join our team.