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.

We believe we can best do what we're here for by knowing what matters to us - and standing by our values in everything we do. 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 first-rate 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;
  • putting knowledge and expertise at the heart of everything we do;
  • being flexible, reliable and effective;
  • operating an efficient infrastructure; and
  • sharing our experience and insight – to build confidence.