| Link(s): | Annual reports and accounts – Financial Ombudsman service Financial Ombudsman Service Annual Report and Accounts 2025-26_ACC |
Context
FOS has published its Annual Report and Accounts for the year ending 31 March 2026, which give details about FOS’ progress against its strategic aims and objectives, together with information about its financial performance and its audited accounts.
Key points to note and next actions
- 316,675 new enquiries were received, down from 449,933 in 2024/25.
- FOS opened 214,872 new cases, down from 305,918 in 2024/25
- FOS resolved 77% (excluding motor finance cases) of cases within six months up from 72% in 2024/25.
- FOS reported an 80% overall people engagement score (up from 76% in 2024/25)
- 18% of cases were brought by CMCs and other professional representatives (50% in 2024/25)
- FOS received 271 responses to its consultations including its Plans and Budget, and modernising redress consultations.
- Cost per case at £1,174 (£1,029 in 2024/25).
- FOS had an average of 2,491 FTE employees during the year and 642 in its flexible contractor workforce.
- FOS maintained a presence across the UK with just under one quarter of colleagues working outside London (24% in 2024/25).
- 59% of customers who came to FOS directly said they had confidence in its end‑to‑end service (up from, but in effect the same as, 58% in 2024/25).
- FOS received:
- complaints about 3,322 financial businesses (3,344 in 2024/25);
- 24,975 complaints about irresponsible and unaffordable lending (71,682 in 2024/25);
- 24,364 complaints about motor finance commission (73,328 in 2024/25); and
- 30,428 complaints about fraud and scams (35,416 in 2024/25).