Abby Thomas
Chief Executive and Chief Ombudsman
Abby delivered a keynote speech at StepChange’s Connected 2024 conference.
She spoke about the role of the Financial Ombudsman Service and the complaints we see about credit and debt. On this page you’ll find that speech in full.
I’m delighted to be here today to talk about the role of the Financial Ombudsman Service - in particular, what we see in complaints that involve credit and debt.
Our role is to resolve complaints between firms that provide financial services - across banking, insurance, consumer credit, pensions, investments and more - and their customers, be they individual consumers or small businesses.
We always give firms the chance to resolve the complaints first, but if they don’t, we are here.
Our service is easy to use, and free at the point of need, to the tens of thousands of consumers and small businesses who bring their complaints to us every year.
"We want to ensure that every customer - whether t