UK: FCA introduces new measures to streamline ombudsman complaints process
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The Financial Conduct Authority is introducing new measures to streamline the Financial Ombudsman complaints process and allow them to focus on the cases they were set up to resolve as a quick and informal alternative to the courts.
Under the new measures complaints about banking, insurance and other financial services will go through a new registration stage at the first instance. This will determine whether a complaint falls with the ombudsman’s scope before undertaking a full investigation.
The reforms also include new powers to dismiss complaints that are not appropriate for the ombudsman and may be better resolved, or are already being investigated, in other ways. These include complaints that may be better suited to court, law enforcement, or another dispute resolution process, or where there has been no financial loss, or material distress or inconvenience. These come into effect from 1 October 2026.
These changes are part of broader reforms designed to improve consumer confidence in financial services and ensure that they get fair and quick compensation when things go wrong.
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