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Customer complaints are the financial services sector’s most-ignored source of risk intelligence

This May, the Financial Ombudsman Service (FoS) reported a 67% year-on-year spike in consumer complaints, with 141,846 lodged in the last six months of the year alone. Of all the sub-sectors, it was banking and credit cases - which includes motor finance disputes - that drew the most attention after attracting more than 109,000 complaints (jumping ...

07 August 2025 Banking Strategy, Digital and Transformation