The Financial Ombudsman Service (FoS) has set out plans to become quicker, clearer and easier to use as it accelerates a major overhaul of its operations.
Publishing its 2026/27 Plans and Budget, the Ombudsman said it is reshaping how it handles complaints to reduce friction for consumers and businesses, while ensuring it remains an effective alternative to the courts.
Push for faster decisions
The transformation comes after a period of sustained high demand, which placed pressure on turnaround times and customer experience. Case volumes at the FoS are reported to be now stabilising and it said it is expecting to receive 199,000 new complaints in 2026/27.
This is down from nearly 306,000 in 2024/25, and from around 210,000 in 2025/26.- due primarily to fewer motor finance commission cases and fewer complaints from professional representatives.
By streamlining processes and improving how cases are triaged, the service now aims to deliver quicker decisions and reduce delays. Central to this effort is a shift towards more efficient case handling, allowing caseworkers to focus their time on complex disputes while simpler cases move through the system more quickly.
Clearer user journeys
The Ombudsman is also prioritising clarity and ease of use, with a focus on making its processes more transparent and accessible. This includes simplifying how complaints are submitted and understood, alongside clearer communication throughout the case journey.
Greater use of digital tools will play a key role, helping to remove administrative friction and guide users more effectively through the process.
Jenny Simmonds, interim chief executive at the FoS, said: “This financial year will be a crucial one for the Financial Ombudsman Service which will help shape the organisation for years to come.
“We never forget that behind every case is a consumer and a business looking for an answer, so we are delivering improvements and efficiencies to ensure we remain fit for purpose and fair to all parties.”
Ensure you always receive AM insights. Make us a preferred source of news on Google