OFC releases 2025 Consumer Protection Report
Resolved complaints rose 22% year over year with faster median resolution times across all supervised institutions.
7/5/2026
Official portal of the Office of Financial Conduct
A single, secure place to resolve complaints against your financial institution.
The Complaint Management Platform routes every submission to the right supervisor, tracks it against a public SLA, and publishes a binding resolution — free of charge, in your language, on any device.
1,600+
Complaints resolved
9 days
Median resolution
184
Institutions supervised
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Public portalCheck eligibility
See if your issue falls within OFC scope before you lodge.
Lodge a complaint
Use the guided wizard to submit details and evidence.
Track a complaint
Enter your reference number to follow progress.
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About OFC
An independent regulator with one job: fair treatment for consumers.
The Office of Financial Conduct supervises every licensed bank, insurer, micro-lender, payment provider and investment firm. When institutions get things wrong, we make sure consumers get them made right.
Impartial adjudication
Every complaint reviewed by an independent officer.
Binding decisions
Institutions must comply with OFC resolutions by law.
Private & secure
End-to-end encryption and strict access controls.
Free of charge
Lodging, tracking and appealing complaints costs nothing.
96%
SLA compliance across all departments
184
Licensed institutions under supervision
1.6K
Complaints processed this quarter
28K+
Consumers served in the last 12 months
How it works
Five simple steps from complaint to resolution.
A clear, guided complaint journey with updates sent using your preferred communication method.
01
Check Eligibility
Answer a few questions to confirm your complaint is eligible.
02
Submit Complaint
Complete the complaint form and upload evidence.
03
Review & Assessment
OFC reviews your case, verifies eligibility, requests LFI response.
04
Investigation
OFC reviews the evidence and may seek additional information.
05
Decision
OFC issues a written decision. Complex cases may be referred to the FDRC.
Consumer rights
Your rights, in plain language.
- Right to fair treatmentEvery institution must treat consumers honestly and without discrimination.
- Right to clear disclosureFees, interest and terms must be presented in language you understand.
- Right to complain without costLodging a complaint is free, whether or not you hold an account.
- Right to redressYou are entitled to a written response and, where applicable, compensation.
- Right to privacyYour data cannot be shared without consent, except as required by law.
Complaint mix — last 30 days
Share of total lodged complaints
Newsroom
Latest advisories & updates.
New digital banking guidelines effective January
Institutions must implement two-factor authentication across all customer channels by the start of the next quarter.
6/28/2026
Public advisory on investment scams
Consumers are warned about unregistered high-yield investment schemes circulating on social media and messaging apps.
6/21/2026
Frequently asked
Answers, before you ask.
Everything from lodging your first complaint to appealing a decision.
Browse all FAQsBeen unfairly treated by a financial institution?
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