The Financial Services and Pensions Ombudsman (“FSPO”) published its annual Overview of Complaints on 25 March 2026, highlighting trends in complaint volumes and sector-specific issues. The Overview provides useful insights for financial service providers.
Introduction
In 2025, the FSPO received 7,004 complaints; the highest level of complaints received since the office of the FSPO was established and a 13% increase on the number of complaints received in 2024. The FSPO also resolved its highest ever number of complaints in 2025, with 6,282 complaints closed; a 6% increase on the number of complaints closed in 2024.
Insurance complaints increased by 18% since 2024, almost doubling in three years. The Ombudsman’s message notes this growth in insurance complaints is a continuation of a trend that has been ongoing for a number of years, and this level of increase should be of concern to the industry and the Ombudsman will be engaging with the insurance sector.
