| Link(s): | Half-yearly complaints data: H2 2024 – Financial Ombudsman service Strategic plans and budget – Financial Ombudsman service Complaints about discrimination – Financial Ombudsman service |
Context
FOS has issued its latest Ombudsman News e-mail highlighting its just-published H2 2024 complaints data, its recent publication of its strategic plans and budget (covered in our update for the week ending 4th April 2025), and some updates to its guidance in relation to particular types of complaints, including complaints about discrimination.
Key points to note and next actions
- The half-yearly complaints data is highlighted in the article below.
- The strategic plans and budget outlined the complaints that FOS expects to receive and resolve in the coming year, its proposed service standards, and how it intends to improve its service.
Linked to how firms deal with vulnerable customers, the updated guidance in relation to discrimination mainly covers issues relating to customers complaining about being treated differently and/or unfairly. This could include racial profiling, not making reasonable adjustments or financial exclusion. The guidance references relevant legislation, and explains how FOS handles and resolves these complaints.