FOS warns complaints might soar to 210,000 this 12 months



The Monetary Ombudsman Service expects the variety of complaints it should obtain this 12 months to hit 210,000 – practically 30,000 larger than predicted in December.

The FOS has raised its anticipated complaints determine after discussions with enterprise and shopper teams.

The federal government-backed organisation is anticipating extra complaints associated to fraud and scams, unaffordable lending and bank cards.

The Monetary Ombudsman Service says it expects to obtain 12,800 funding and pensions complaints this 12 months, of which it says “only a few” will probably be in regards to the British Metal Pension Scheme.

The FOS says that regardless of the speedy rise in grievance numbers anticipated it has pledged to resolve complaints faster with “extra stretching targets for the 12 months forward.”

The Ombudsman has additionally confirmed that decrease case charges and levy prices ought to scale back the general value to the business of its grievance dealing with service by over £60m in actual phrases.

The case payment will probably be lower by £100 per case to £650, whereas the obligatory and voluntary jurisdiction levy prices to companies can even be lowered.

Particulars of the upper figures are revealed at present in its remaining plans and price range for 2024/25.

In December the FOS forecast it will obtain round 181,300 new circumstances in 2024/25 however it has now raised that quantity by 28,700 to 210,000.

The Ombudsman says it has made efforts to enhance its service and has lowered the time it takes to resolve a case from 4.8 months in 2022/23 to 2.96 months by the final three months of 2023/24. It has additionally set itself a brand new goal of resolving 90% of circumstances inside six months.

Abby Thomas, FOS chief government and chief ombudsman of the Monetary Ombudsman Service, stated: “The Monetary Ombudsman Service continues to make important enhancements within the service we provide, getting clients selections extra shortly whereas sustaining the top quality of our work. We will probably be much more bold subsequent 12 months, with plans to resolve complaints quicker, whereas additionally decreasing the price of our service to companies.

“Within the 12 months forward it’s possible that our service will see growing ranges of complaints, with lots of these disputes anticipated to concentrate on the vital points that influence individuals’s on a regular basis lives. This contains perceived unaffordable lending, issues about automotive mortgage agreements and disputes round fraud and scams.”

The Ombudsman has dedicated to resolve 17% extra circumstances within the 12 months forward than in 2023/24, up from 192,500 to 225,000. The FOS plans to recruit extra case handlers and make investments extra in digital companies and broaden its regional presence.

Ms Thomas added: “With uncertainty round casework ranges within the 12 months forward, we’re constructing a service which is versatile and agile, permitting us to reply to elevated demand throughout any space of our enterprise.

“Our plans will assist make sure that the client is on the coronary heart of all the things we do. We wish each one that engages with our service to obviously perceive the end result of their case. Now greater than ever it’s essential that companies work with us to enhance all clients’ experiences of economic companies.”




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