UK FOS publishes Q3 2025/26 complaints data showing decline in case levels

The UK Financial Ombudsman Service (FOS) has published its Q3 2025/26 complaints data, revealing a notable decline in case volumes to 47,300 complaints, down from 68,400 cases in the same period in 2024/25. This includes a significant reduction in motor finance commission cases (400 compared to 14,400 at the same time last year) and a fall in the number of irresponsible and unaffordable lending cases brought by professional representatives (4,800 compared to 13,200 in the same period the previous year). The decline is attributed to the UK Financial Conduct Authority's (FCA) complaint handling pause and planned redress scheme for motor finance commission complaints, alongside the FOS's ongoing reform programme. This includes the introduction of charges for professional representatives which has resulted in fewer poorly evidenced, withdrawn or abandoned cases. The most complained about product in this quarter was current accounts, with the FOS receiving 8,500 new complaints, up from 7,900 in the previous quarter but down from 8,800 in the same period reported in 2024/25. The FOS stated it continues to work with HM Treasury and the FCA on modernising the redress system, with more consumers now bringing complaints directly, including vulnerable consumers.

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