| Link(s): | Financial Ombudsman Service sees lowest complaint levels in two years – Financial Ombudsman service Quarterly complaints data: Q3 2025/26 – Financial Ombudsman service |
Context
FOS has published its Q3 2025/2026 complaints data, along with its insights in relation to the data. It has seen its lowest complaint levels in two years, with volumes last seen in 2023/24. More people are contacting FOS directly, and it continues to receive better prepared cases from professional representatives. FOS is also still working closely with the FCA and HM Treasury to ensure the redress system is fit for the future.
Key points to note and next actions
- The data shows that FOS received 47,300 complaints between October and December 2025. This is a significantly lower caseload compared to the same quarter last year (2024/25) when FOS received 68,400 cases.
- New cases coming to FOS have remained at a steady state for the past six months; in the second quarter of 2025/26 it received 46,300 new complaints.
- As fewer consumers use professional representatives, more people – including vulnerable consumers – are bringing complaints directly to FOS, allowing a growing number to retain the full value of any redress awarded.
- Car and motorcycle insurance remains in the top five most complained-about products (fourth highest), with 3,400 complaints in the quarter.
- Other insurance products in the top twenty included buildings insurance (1,483), travel insurance (1156), pet insurance (508) and private medical or dental insurance (495).
- Across all financial products, FOS upheld only 27% of the cases it resolved this quarter in favour of the consumer.