Financial Ombudsman Service (FOS) Annual Plans and Budget 2026/27 Consultation - Which? Response

Summary 

• The FOS must retain sufficient flexibility to be able to adapt to uncertain and fluctuating levels of demand. 
• The FOS should closely monitor the impact that the reduction in professionally represented cases is having on consumers’ access to justice, particularly for those at their most vulnerable. 
• Modernising the redress programme presents an opportunity to future proof the service and drive efficiencies. However, reforms should not dilute consumer protections or preclude access to redress. 
• The FOS should continue to strengthen the information it shares about case decisions to help prevent consumer harm and improve standards across the market. 
• The FOS should build on its efforts to improve accessibility and awareness among consumers.