LGBT Great Careers Partner: Financial Ombudsman Service
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Employees:
2000+
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Locations:
6
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Industry:
Financial Services
What we do
We resolve complaints that financial businesses and their customers haven’t been able to sort out themselves. Most of our staff – our investigators and our ombudsmen – investigate these complaints. They help to resolve a wide range of problems – whether someone’s having trouble with their bank account, struggling with payday loans, thinks an insurance payout isn’t fair, or is worried about their mortgage.
Meanwhile, our support teams – from finance, legal and communications to HR, facilities and IT – help us make sure we’re working effectively and sustainably. And every year we recruit apprentices into roles across the organisation.

Our purpose
We were set up by Parliament under the Financial Services and Markets Act 2000 to resolve complaints between financial businesses and their customers. We do this efficiently and informally and on a fair and reasonable basis.
We believe that every customer who engages with us – both consumers and financial businesses – should have a better outcome or feel better informed following our involvement.
Every year we help thousands of customers including individual consumers, small businesses, charities and trusts. We want our customers to feel that their case has been fairly considered and to understand how we’ve reached our decision.
As well as resolving cases for our customers, we also:
- help consumers have a better understanding about the issue that caused their complaint.
- share data and insight with financial businesses about what caused a complaint, to help them provide better products and services.
Our values
We sort out complaints between financial businesses and their customers in a fair and reasonable way. Our values reflect the way we do this and how we work as an organisation.
Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust.

By working for us, you’ll get the satisfaction of helping others and helping to make the financial sector fairer. Our people tell us that they’re proud of the work they do, helping to put things right. What we do here makes a positive difference every day.
Each year, we resolve thousands of complaints. When we decide a financial business has behaved unfairly, we tell them what they should do to put things right. And when we don’t uphold a complaint, we help give people a better understanding of why a business has acted in the way they have. Our work is often challenging, but it makes a real difference to people’s lives.
Our people
We firmly believe that behind every happy customer is a happy employee. Our people are at the core of our ability to deliver exceptional customer experiences. That’s why we’re committed to supporting and investing in our people.
We want to recruit the best talent to our organisation. And we recognise that, to help us provide the best possible service to our customers, our workforce must reflect the people we’re here to serve.

Join our team
We aim to work flexibly and responsively so that we’re always ready for the complaints we receive. If you’d like to help us make a difference, find out more about our ombudsmen and casework teams and see our current opportunities.