Guided by fairness

We're guided by fairness - it's the foundation of our long-held values. Working for us means you’ll get the satisfaction of helping others, and helping to make the financial sector fairer. Our staff tell us that they’re proud of the work they do, helping to put things right. What we do here makes a positive difference every day.

Each year, we resolve hundreds of thousands of complaints. When we decide a financial business has behaved unfairly, we tell them what they should do to put things right. And when we don’t uphold a complaint, we help give people a better understanding of why a business has acted in the way they have.  Our work is often challenging, but it makes a real difference to people’s lives. 

What we see, what we do

We resolve complaints, and share our insight to make things fairer

Because we deal with complaints from across the country, and involving all different kinds of financial businesses, we’re in a unique position to be able to see things that are happening to people when they deal with banks, insurers, and other businesses. We work closely with consumer groups, businesses and other organisations, including the Financial Conduct Authority and HM Treasury, to share our unique insight, help inform policy, and prevent complaints. So we’re not only resolving complaints, but playing a really crucial role in making the whole financial sector fairer. 

Find out more about our work with other organisations.

In 2020/21 we received

0

new complaints

91% of people in the UK know who we are

We have over 2,600 staff based in London and Coventry

Where we’re based

Our offices

We have modern, open-plan offices in London and Coventry.

  • Our main London office is close to Canary Wharf, with plenty of direct public transport links. On site we have a gym, fitness classes, showers and changing rooms, a restaurant and café. 
  • Our Coventry office, located in the Friargate development, is next to the train station with direct links to Birmingham and London, and only a five minute walk from the city centre. 

We’ve moved to our new hybrid way of working, with us all working at least four days in the office across the fortnight. 


See our location  

Making work, work for you

Diversity and inclusion

We want our people to be healthy and motivated, so we’ll help you to look after your physical and mental wellbeing, and promote your learning and development. To look after your mental health, we have a group of staff who are trained as mental health first-aiders, and we have employee-led networks and support groups available to everyone. 

Being a diverse organisation makes us a better employer and benefits our customers. We have a wide range of policies and guidelines to support peoples’ different needs at different times of their lives and throughout their career with us.


Women in Finance Charter

We’re signatories to the Women in Finance Charter, which over 350 organisations have signed to commit to improving gender diversity at senior levels in the financial services sector. 

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Disability Confident Leader

We’re proud to be a Disability Confident Leader lever 3 employer, the highest accreditation. A scheme led by Department for Work and Pension that helps employers recruit and retain great people, and draw from the widest possible pool of talent.

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Menopause workplace pledge

Weve signed the Menopause Workplace Pledge, through this initiative, we hope to reduce the stigma and encourage better understanding of the menopause.

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Mindful Employer

We have signed the Charter for Employers Positive about Mental Health, making us a certified Mindful Employer. 

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Social responsibility

We recognise that we have an impact on the world, from our procurement practices and how we recycle, through to how we develop our people and engage with the community. It’s important to us that we do the right thing by acting in a sustainable way, that allows us to meet our current and future commitments, and positively contributes to improving our social impact. 

Our social responsibility and sustainability policy is guided by four key principles: our people, our environment, our community and our organisation.

Networks, clubs and social

Our community skydiving fundraising event

Of course, we have an important job to do, but we also understand the importance of social activities and support networks within our organisation. Were really pleased to have a wide range of employee-led networks, that play an important role in our diversity and inclusion.

Our networks are open to any employee to join, and they lead the way on organising insightful and inspiring activities throughout the year. Theyre a fantastic way to meet colleagues across the service, and learn about people's experiences. 

And as our employee you’ll also have the opportunity to help our community. Our “giving something back” committee is how we as an organisation collectively contribute to the community and environment around us, develop ourselves, and support charity by arranging events such as skydiving.  Our Director of Human Resources, Caroline Nugent, talks about the work we’ve done to contribute to the community.

Our strategy

We launched our new strategy in 2020, looking ahead on how we plan to develop and evolve our service, and what success looks like. 

We set ourselves stretching and ambitious targets for the areas that comprise the three pillars of our strategy:

  • Enhancing our service
  • Preventing complaints and unfairness arising
  • Building an organisation with the capabilities it needs for the future

Find out how we performed in the last financial year, against the targets we set and challenges we faced

Awards and recognition

We have received numerous awards for important and valued aspects of our organisation, such as our workplace culture, approach to equality and diversity and the way in which we support our employees. 

  • The Mayor’s Good Work Standard

  • Rate My Apprenticeship Top 100 employer

  • Stonewall Top 100 Employer


Choosing a career with us

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More about us

  • Who we've helped

    We've helped thousands of people resolve their financial disputes. Hear from our customers, about their stories and how we helped.

    Hear from our customers

  • Join as an Apprentice

    Our apprenticeship programme gives you the experience of working in your chosen career field and the time to learn and achieve an industry recognised qualification.

    Find out more about our apprenticeships

  • Hear more about our work

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