Financial Ombudsman Service (FOS) expects to resolve 270,000 cases in 2025/26, an increase of 20% from the previous year.
FOS commitments arise despite recent complaints, particularly influx of cases related to the Automotive Finance Committee. 
These account for almost half of the current approximately 190,000 inventory and cannot be resolved due to ongoing legal and regulatory measures.
FOS has worked with the HM Ministry of Finance and the Financial Conduct Authority to model its services and broader relief systems.
The new fiscal year confirms that the FCA has increased the maximum amount that FOS can request to pay to businesses when it supports the complaint.
Limitations are set by the FCA and adjusted annually to accommodate inflation, as measured by the consumer price index.
For complaints that have been referred to FOS since April 1, 2025, the award limit will increase to £445,000 for complaints regarding conduct or omissions that have occurred since April 1, 2019.
FOS expects to receive 209,000 complaints throughout the year across a range of financial issues, including bank accounts, credit cards and insurance.
This is a slight increase compared to the complaints level seen in 2022/23 and 2023/24, but it drops significantly in the 330,000 cases the ombudsman expects to receive more than 2024/25 due to the impact of the Automotive Finance Commission's complaints.
“We are pleased to announce that we are a sought after exploring the country,” said Ombudsman James Dipple Johnstone, interim prime minister of FOS. “The decision to maintain current litigation fee levels and taxation represents nearly £700 million in savings to the industry compared to pricing in 2023/24.”
“We will continue to share insights with businesses so that complaints can be resolved earlier and can be stopped from occurring in the future, and we can better understand why complaints arise.”
