Context
FOS has announced the publication of its latest Q3 complaints data (July to September 2025). During this period, FOS received 46,300 complaints. It has also published its half-yearly complaints data on individual firms for H1 2025
New cases coming through to FOS have dropped by more than a third, as professional representatives bring fewer cases following the introduction of its new charging model. Those cases that are referred are however more likely to be investigated and upheld; suggesting representatives are undertaking better due diligence on referrals to the service.
Key points to note and next actions
The rise in mass claims coming through to FOS in recent years is one of the reasons it has been working with the Treasury and the FCA to modernise the dispute resolution system – ensuring consumers can continue to access a quick and high-quality alternative to the courts.
- Motor finance commission and perceived irresponsible and unaffordable lending were the two areas where complaints from professional representatives previously made up a significant proportion of cases. In the second quarter of this financial year, FOS received 4,500 complaints about irresponsible and unaffordable lending compared to 24,900 cases in July to September 2024.
- FOS received 3,200 complaints relating to car or motorcycle insurance in Q3. FOS received 3,400 complaints for the same period in 2024.
The half-yearly data on individual firms shows a slight reduction in the FOS upheld rate from 35% of complaints resolved in favour of the consumer during in the first half of 2024, to 32% upheld in between January and June 2025.