Financial Ombudsman Service Reviews

Updated Jan 20, 2022

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Found 759 of over 902 reviews

3.0
47%
Recommend to a Friend
100%
Approve of CEO
Financial Ombudsman Service CEO Nausicaa Delfas (no image)
Nausicaa Delfas
2 Ratings
Pros
  • "Good benefits nice staff nice office(in 96 reviews)

  • "Flexible working and excellent benefits(in 91 reviews)

  • Cons
  • "Questional decision-making from senior management(in 106 reviews)

  • "Phone shifts are difficult as can be wide ranging queries when typically investigators are trained in one area only(in 105 reviews)

  • More Pros and Cons
    Pros & Cons are excerpts from user reviews. They are not authored by Glassdoor.
    1. 5.0
      Former Employee, more than 5 years

      Great place to work

      Jun 26, 2021 - Investigator in London, England
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Great work life balance and benefits

      Cons

      None that I can think of

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    2. 3.0
      Current Employee, more than 3 years

      Target is difficult and unrewarding

      Jan 12, 2022 - Investigator 
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Work life balance is well

      Cons

      Target is difficult and when you do reach it, your work isn’t recognised. Company solely focuses on number rather the intelligence or impressive investigation skills shown.

      3 people found this review helpful
    3. 3.0
      Current Employee

      okay

      Jan 16, 2022 - Investigator in London, England
      Recommend
      CEO Approval
      Business Outlook

      Pros

      good pay with friendly staff

      Cons

      high targets that can become overwhelming won't work if you don't have strong interpersonal skills

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    4. 2.0
      Former Employee, more than 8 years

      Steady decline

      Jan 20, 2022 - Investigator in London, England
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Nice people. Facilities including on site gym

      Cons

      Ridiculous and unobtainable targets (unless you're prepared to work long hours including weekends, and even then there's no guarantee of hitting your target as it's partly based on disgruntled consumers agreeing with you when you're telling them they aren't getting any money).

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      6 people found this review helpful
    5. 2.0
      Former Employee, more than 3 years

      No one is your friend

      Jan 17, 2022 - Investigator in London, England
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Nice office Near Canary Wharf Decent gym Hot water on tap

      Cons

      Make you work like dogs Even if you miss your target by one you won’t be considered for a bonus Phone shifts Ridiculous recording systems Management is not diverse

      6 people found this review helpful
    6. 5.0
      Former Employee

      Loved it

      Jan 5, 2022 - Customer Service 
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Best company ever, loved it the full 4 years I worked here

      Cons

      Nothing, other than a bit of more looking after your team

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    7. 4.0
      Former Employee, less than 1 year

      Seriously lovely colleagues and culture

      Jan 4, 2022 - Investigator in London, England
      Recommend
      CEO Approval
      Business Outlook

      Pros

      The people and the culture are amazing. So much support from colleagues and management. Everyone seems to have a great attitude to the job.

      Cons

      The pay is the biggest downfall. There’s a lot of work, knowledgeable and responsibility for not a great amount of remuneration

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    8. 2.0
      Former Employee, more than 8 years

      Due Diligence Required – organisation in transition

      Jan 6, 2022 - Adjudicator in London, England
      Recommend
      CEO Approval
      Business Outlook

      Pros

      There is potentially rewarding work to be done, subject to individual abilities, temperament and being matched with a congenial team and product areas you can relate to. While salaries are far from stellar, the employee benefits in terms of private medical cover and the pension scheme could be an attraction. A new and dynamic Chief Ombudsman with an impressive career history of managing change appears to be rising to the challenge of improving efficiencies after a period when the organisation lost its way - losing the confidence of both consumers and businesses through huge case backlogs, suffering substantial outflows of staff and a loss of morale for many of those who remained.

      Cons

      For prospective applicants, checking documents and problem solving will be part of your job so you might wish to start by looking at the Independent Review from Oaklin Consulting published in December 2021 which can be found on the FOS website. Its findings - which identified significant shortcomings - were no more than observations made by past and current employees on Glassdoor (minus emotional venting) and its recommendations broadly in line with what experienced adjudicators and ombudsman could have come up with. But it will take time for the Chief Ombudsman (hopefully supported by competent management) to turn around the tanker. New joiners could be casualties or beneficiaries of the transition. The FOS has in the past served as a feeder organisation with some employees moving on to positions in financial firms or with the regulator (the FCA). This nonetheless remains a gamble. From the details of the current investigator profile, I would suggest that it is something bank branch staff and customer services representatives could consider (proven resilience of coping with pushback from customers should serve you in good stead). But I’m dubious that this is a worthwhile bet for academic highfliers or the legally qualified. With the huge amount of purely clerical/administrative work involved, there’s the danger of seriously punching below your weight before (after a long detour) having to get onto a professional track elsewhere.

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      5 people found this review helpful
    9. 3.0
      Current Employee

      Not that great

      Dec 12, 2021 - Investigator in London, England
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Money is the only motivator

      Cons

      Managers have no clue what’s going on

      4 people found this review helpful
    10. 3.0
      Former Employee, more than 1 year

      Quantity over quality

      Dec 5, 2021 - Investigator 
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Senior investigators and Ombudsman often happy to help Interesting case work Challenging

      Cons

      You'll be dealing with a lot of poorly set-up cases Due to the backlog, the focus is on quantity and not quality, which is stressful The organisation will beat you into the ground if you don't hit targets

      Continue reading
      6 people found this review helpful
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