Working at Financial Ombudsman Service | Glassdoor.co.uk

Financial Ombudsman Service Overview

London, England
1001 to 5000 employees
2001
Non-profit Organisation
Social Services
£100 to £500 million (GBP) per year
Our work makes a positive difference to people’s lives. We were were set up by Parliament in 2001 to sort out complaints between financial businesses and consumers, Every year well over 1 million people contact us with queries and complaints about all kinds of ... Read more

Financial Ombudsman Service – Why Work With Us?


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 struggling with payday loans, thinks an insurance payout isn’t fair, or is worried about their mortgage.

Our Investigators

Investigators are the level-headed, confident people who sort out a wide range of financial services problems for our customers. They are the first people our customers speak to when they contact us. They are responsible, accountable, thoughtful and balanced, knowing that their work and decisions make a difference, having a big impact on many customers' lives. Read more about the role on our website.

Ombudsman managers

Ombudsman managers are vital to our service. They have a dual role, they make sure everyone in a customer-facing team has the skills and abilities to investigate and respond to the complaints we receive. And they make the legally binding decisions on some of our most challenging and sensitive cases. Read more about the role on our website.

Meanwhile, our support teams – from finance, legal and communications to HR, facilities and IT – help us make sure we’re working effectively and sustainably. 

We are committed to attracting, developing, building and sharing expertise throughout the organisation, at every level.

Our apprenticeship programme gives you the experience of working in your chosen career field and the time to learn and achieve an industry recognised qualification. You’ll be joining one of our professional teams where you’ll get support and mentoring from your manager and a professionally recognised apprenticeship training provider.

You'll receive all the practical and hands-on experience you'll need, as well as advice, support and insight from the team around you. You'll earn a salary and there are no fees to pay for your training. You'll also get study time and training to give you additional skills that will be helpful throughout your career and by the end of your apprenticeship you’ll be ready for your next move.

Read more about early careers and apprenticeships on our website.

Our employees say that the people they work with and the flexibility we offer are some of the best things about working here. We empower our people to work in a smart and efficient way, making best use of their time, our space and technology. We know people work best when they have a good work/life balance, and smarter, more flexible, working helps our employees achieve this. 

Read more about life at the ombudsman service on our website.

The people who work here are the most important part of our organisation, and we make the most of everyone’s talents. We wouldn’t be able to understand our customers and the society we serve if we weren’t so diverse.

To make financial services work better for everyone, we need to be able to understand what's behind the complaints people come to us with, and the wider issues they bring to light.

We aim to always listen to and learn from our people. We’re working to create an open culture where people can talk about their experiences – and be heard. Listening helps our leaders make better decisions, and all our staff to learn from each other. Our employee-led networks, events, mentoring circles, and our reverse mentoring scheme, are among the ways we are continuously learning, including how to promote diversity at senior level.

Read more about diversity, inclusion and wellbeing at the ombudsman service.

We're guided by fairness - it's the foundation of our long-held values. Working for us means you’ll get the satisfaction of helping others, and helping to make the financial sector fairer. Our staff tell us that they’re proud of the work they do, helping to put things right.

Because we deal with complaints from across the country, and involving all different kinds of financial businesses, we’re in a unique position to be able to see things that are happening to people when they deal with banks, insurers, and other businesses. We work closely with consumer groups, businesses and other organisations, including the Financial Conduct Authority and HM Treasury, to share our unique insight, help inform policy, and prevent complaints. So we’re not only resolving complaints, but playing a really crucial role in making the whole financial sector fairer. 

Read more about our role, our aims and our values on our website.

Financial Ombudsman Service Reviews

  • Featured Review

    Helpful (2)

    "Good place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Investigator in London, England
    Current Employee - Investigator in London, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Financial Ombudsman Service full-time

    Pros

    Very flexible, especially during the lockdown period. They’ve been very supportive and allowed you to work around childcare needs. Benefits are great, especially the pension.

    Cons

    As other reviews have said, workload can be high. If you’re organised it’s manageable, but if not you could be overwhelmed.

See All 633 Reviews

Financial Ombudsman Service Photos

Financial Ombudsman Service photo of: We have a number of employee-led networks and social clubs available for all.
Financial Ombudsman Service photo of: You'll get the opportunity to train and develop your skills
Financial Ombudsman Service photo of: Make use of our facilities such as an on-site gym and subsidised restaurant and cafe.
Financial Ombudsman Service photo of: Work within teams and learn from each other
Financial Ombudsman Service photo of: Modern and open-plan offices in London and Coventry
See All PhotosSee All

Financial Ombudsman Service Interviews

Experience

Experience
39%
27%
34%

Getting an Interview

Getting an Interview
62%
14%
13%
4
4
3

Difficulty

3.0
Average

Difficulty

Hard
Average
Easy
  1.  

    Investigator Interview

    Anonymous Interview Candidate
    No Offer
    Neutral Experience
    Difficult Interview

    Interview

    Difficult and complicated. After going through all stages, I was denied an offer due to 'lack of experience' which they could have just stated at the start as it was seen on my CV. Overall, good communication about the interview process and everything was well timed and spread out.

    Interview Questions

See All 92 Interviews

Financial Ombudsman Service Awards & Accolades

  • The Mayor's Good Work Standard, The Mayor of London and London Assembly, 2020
  • Top 100 Employer, Stonewall Top 100 Employers Index, 2020
  • Outstanding diversity network award, Inclusive Companies, 2019
  • Chief Executive of the Year, Inclusive Companies, 2019
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