2019/2020 - complaints data and analysis from the Financial Ombudsman Service

The Financial Ombudsman Service has just released its 2019/2020 complaints data analysis, which provides an excellent overview and breakdown of what the Service has been engaging with over the past year.

"Themes and trends aren’t just interesting: they contain vital lessons about what fairness looks like and how disputes might be prevented."

This statement is particularly poignant when considering the comments with regard to the ongoing health crisis and material impact to the financial well-being of customers during this time.

"We know that the impact of Covid-19, and the associated public health measures, mean that financial businesses are having to work differently. The industry regulator, The Financial Conduct Authority (FCA), has set out its expectations for financial businesses’ complaint handling at this time, including what businesses should do in relation to handling and prioritising complaints."

To read in full visit:

https://www.financial-ombudsman.org.uk/data-insight/insight/analysis-annual-complaints-data-2019-20