Context
Perhaps as a reminder for firms to respond to its November 2025 Plans and Budget Consultation, FOS has confirmed what it describes as its “ambitious targets” for resolving cases in 2026/27. Continuous delivery of changes and improvements will be a key focus as FOS looks to resolve 245,000 cases in 2026/27 as it works through its existing cases, of which 60,000 will be motor finance commission cases.
Key points to note and next actions
- FOS expects to receive 188,000 cases in 2026/27. For 2025/26, its latest forecast shows that it expects to receive around 205,000 cases (compared to 305,000 in 2024/25).
- FOS has improved its timeliness over the last two years and plans to build on this with a target to resolve over 80% of cases within six months.
- FOS expects complaints about Buy Now Pay Later (Deferred Payment Credit) lending to come into its jurisdiction in July 2026, meaning it is likely it will start receiving complaints in the second half of 2026/27.
- After holding its costs to businesses flat last year, FOS is also consulting on proposals to increase its case fee from £650 to £680, and its compulsory levy to £86m, as it responds to inflationary challenges and to allow it to deliver the biggest reforms to its service since it was created.
- FOS continues to work closely with the FCA and HM Treasury to deliver a series of reforms to the redress system to help firms identify and resolve issues before complaints escalate, and to bring consistency and predictability for businesses and consumers.