Our strategic plans includes complaint trends, what we expect to see in the year ahead, and our aims for developing and resourcing our service.

Each year we consult publicly on our proposed plans and budget for the financial year ahead. The consultation provides those closely interested in our work, and those who pay directly for it, with the opportunity to feed back on how we deliver and fund our service. It is part of our wider engagement with our stakeholders around our plans and priorities. 

We publish our final plans and budget before the end of the financial year they relate to, including a summary of the feedback we received. Our budget is subject for approval by the Financial Conduct Authority (FCA) and the FCA publishes details of our fees on its website

The document includes the volumes of complaints we expect to receive and resolve, and the amounts we plan to raise through our levy and our case fees.

You can read our plans and budget and its consultation on this page below, and you can also find other consultation papers and feedback statements on our “consultations” page.

Previous years