FOS has announced the publication of its latest Q3 2025 (July to September) complaints data. FOS received 46,300 complaints in the period. New cases coming through to FOS have dropped by more than a third, as professional representatives bring fewer cases following the introduction of a new charging model. Those cases that are referred are however more likely to be investigated and upheld; suggesting representatives are undertaking better due diligence on referrals to the service.
The rise in mass claims coming through to FOS in recent years is one of the reasons FOS has been working with the Treasury and the FCA to modernise the dispute resolution system – ensuring consumers can continue to access a quick and high-quality alternative to the courts.
- Motor finance commission and perceived irresponsible and unaffordable lending were the two areas where complaints from professional representatives previously made up a significant proportion of cases. In the second quarter of this financial year, FOS received 4,500 complaints about irresponsible and unaffordable lending compared to 24,900 cases in July to September 2024.
- FOS received 3,200 complaints relating to Car or motorcycle insurance in Q3. FOS for the same period in 2024 received 3,400.
Of the complaints resolved in the period, FOS upheld 32% of complaints in favour of the consumer, compared to 35% in the first half of 2024.