Context
FOS has announced that it resolved over 220,000 cases in the last year (April 2025 to March 2026). New complaints coming to FOS have returned to more historical levels, following a previous year of significant increased demand.
Key points to note and next actions
- FOS has seen a drop in withdrawn and abandoned complaints referred by professional representatives, as consumers bring more cases directly and the representatives undertake better due diligence.
- Hire purchase (motor) continues to be the most complained about product. However current accounts overtook it in the second half of 2025/26.
- The data shows that FOS received 214,600 complaints in the 2025/26 financial year, which is similar to levels seen in 2023/24 when it received 198,800 complaints. This is a 30% reduction on the 305,700 cases received in 2024/25, largely driven by complaints about motor finance commission and credit cards.
- In 2025/26, more consumers brought their cases directly to the FOS for free, and around 82% of cases were referred by consumers or friends and family on their behalf.
- Car and motorcycle insurance was the fourth most complained about product in Q4 2025/26, and the fourth most complained about in the 2025/26 financial year.