On 2 July 2025, the Financial Ombudsman Service (FOS) published its latest annual complaints data and insight.

The FOS was set up by Parliament under the Financial Services and Markets Act 2000 (FSMA 2000) to resolve complaints between financial businesses and customers who have not been treated fairly, providing equitable remedies for consumers subject to the Financial Conduct Authority (FCA) award limits.

The annual complaints data shows the volume of complaints the FOS received and overall uphold rates over the course of the financial year, between 1 April 2024 and 31 March 2025.

The FOS received 305,918 complaints highlighting it had not received as many since the payment protection insurance issue in 2018. The majority of complaints consumers lodged were in regard to hire purchase agreements in motor finance, fraud, scams and credit affordability. Complaints that were brought on by professional representatives had risen two-fold in comparison to the previous 2023/24 year. On 1 April 2025, the FOS introduced a new charging regime for professional representatives who bring more than ten complaints a year to ensure the due diligence of complaints before referring them.

The FOS have resolved over 227,253 complaints, an 18% increase from the previous financial year. Around 27% of complaints brought on by professionals and 37% of cases brought directly by consumers were upheld.