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:
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).
20 July 2026
The Financial Ombudsman Service Board has appointed Jenny Simmonds as permanent Chief Executive Officer and James Dipple-Johnstone as permanent Chief Ombudsman.
8 July 2026
From 15 July, consumers can bring eligible complaints to us about BNPL agreements if they can't resolve things with their provider.
4 June 2026
As festival season gets going, many consumers may not understand their rights to getting their money back if things go wrong.
