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FOS sets out its plans for service delivery and reforms for the year ahead 

Apr 2, 2026 | FOS

Link(s):  
Financial Ombudsman Service sets out its plans for service delivery and reforms for the year ahead – Financial Ombudsman service

Context

FOS has published its Plans and Budget for the 2026/27 financial year, which sets out the priorities for the next 12 months.

Key points to note and next actions

  • The FOS is currently undergoing the biggest transformation to its operations since inception 25 years ago. Working with the Financial Conduct Authority (FCA) and the government, the FOS is driving an ambitious programme of changes to allow better focus on its core purpose as a quick and informal alternative to the courts.
  • Earlier this month, a new consultation (Modernising the Redress System – a joint consultation from the Financial Ombudsman and FCA) set out measures to update FOS processes and improve transparency for customers.
  • The year ahead will see the FOS focus on delivering a service which is quicker, clearer and easier to use, with new digital tools to reduce friction in the customer journey and to allow caseworkers to direct their time and expertise where it is needed most. Following a period of significant demand, FOS case volumes are stabilising, with 199,000 new complaints expected to be received in 2026/27. This would be a decrease from nearly 306,000 in 2024/25, and from around 210,000 in 2025/26, due to fewer motor finance commission cases and fewer complaints from professional representatives.
  • It is planned that 266,500 cases will be resolved over the course of the year – a mix of new cases and those already received. As a demand-led organisation, FOS case numbers and resolutions can fluctuate, so continuous improvement and leveraging core platform capabilities remain key priorities for the year ahead, as is the ability to efficiently scale up or down casework resources to enable resolution of complaints in a timely manner
  • From 1 April, the compulsory levy will be £86m. Respondent firms will be charged £680 per case, and professional representatives will be charged £80 for cases they refer which are found in favour of the consumer they represent. For cases which are found in favour of the firm, professional representatives will pay £260 and the firm’s case fee will reduce to £500. These charges are unchanged from those proposed in the Plans and Budget consultation.