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our aims and values

The Financial Ombudsman Service was set up by law as an independent public body. Our job is to help settle individual disputes between consumers and businesses providing financial services - fairly, reasonably, quickly and informally.

... settling disputes, without taking sides

... sharing what we see, to help prevent future problems

We believe we can best do what we're here for by knowing what matters to us - and standing by our values in all areas of our work. What matters to us is that:

  • 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.

We want to provide our customers - businesses and consumers alike - with an excellent service. And we're constantly developing and improving what we do and how we do it. To help us in this, we are committed to:

  • delivering a trusted, fair and easy-to-use service - for everyone;
  • putting knowledge and expertise at the heart of everything we do;
  • being flexible, reliable and effective;
  • running a "lean" and efficient organisation; and
  • sharing our experience and insight - to help to prevent future problems.