skip tocontent

our aims and values

The Financial Ombudsman Service was set up by law as an independent public body. Our job is to resolve individual disputes between consumers and businesses – fairly, reasonably, quickly and informally.

What matters most to us and our customers is fairness. Where things aren’t fair, we can use our power to put them right.

Fairness isn’t only about making sure our answers and decisions are technically right. It’s also about wanting to make what we do feel right. And we do this by listening, thinking and explaining.

Fairness is the foundation of our long-held values:

  • we do the right thing;
  • we treat our customers well and respect their needs;
  • we do what we say we'll do; and
  • we're inquisitive and build everyone's knowledge.

To make sure we’re meeting people’s expectations of our service, we want to:

  • keep fairness at our heart – being fair and feeling fair;
  • be trusted and respected;
  • be recognised as well run and efficient;
  • provide insight to encourage fairness; and
  • make sure we reach and help those who need us.