Financial Ombudsman Service Reviews | Glassdoor.co.uk

Financial Ombudsman Service Reviews

Updated 14 February 2019
453 reviews

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Caroline Wayman
285 Ratings

Employee Reviews

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Pros
  • "Relatively good work/life balance" (in 56 reviews)

  • "Good benefits, some colleagues really nice, people care about the job they do" (in 61 reviews)

Cons
  • "The senior management are listening now - and I think have been doing well with taking things on board" (in 79 reviews)

  • "no-one is holding you in handcuffs and you are just dragging things down" (in 28 reviews)

More Pros and Cons

  1. Helpful (8)

    "challenging with pressures but exciting, right change to future proof"

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

    I have been working at Financial Ombudsman Service full-time (More than 10 years)

    Pros

    Hard work but satisfying if you have the right mind set and
    behaviours to make a difference to our customers! Long gone are the days where things are given to you on a plate, if you have ambition, drive and want to progress, you need to work hard to earn your position. Stand strong and accept constructive feedback and make the right changes that's going to get you to where you want to be at the service. Being negative and defensive really isn't going to get you to where you want to go. If you're really unhappy, understand and accept this isn't the journey for you and move on but don't bring down others with the negativity; it really isn't helpful

    Cons

    Leadership team need to stand strong and be united, disagreements amongst those at the top should never be filtered down onto the shop floor, a little concerning that it is! However, those leaders are also human and the amount of unjust and unfair comments on glass doors is rather overwhelming for any person especially those that are truly trying to make a difference. If you stop listening and jumping on the bandwagon with those few who are unhappy this could really be a great place to work. If you're not happy; then leave- the service needs to stop being held to ransom to these employees and focus on those who really want t make a difference and shape our future.

    Advice to Management

    Recent concerns that directors are unable to make decisions until after the fact; they need to be more proactive and take responsibility; remember you're not always going to get it right but that's okay, and a good director is one that admits mistakes, works together to reflect and rectify mistakes BUT it's not okay to bury your head in the sand or pass the problem on. Remember your CEO does not want to hear what you thinks she wants to hear; she needs the truth and if things are going wrong, tell her, if you need help or direction, ask her; just be open and honest!


  2. Helpful (35)

    "Expected to know and do too much."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Investigator
    Current Employee - Investigator
    Doesn't Recommend
    Negative Outlook

    I have been working at Financial Ombudsman Service full-time (Less than a year)

    Pros

    Nice people, great benefits, flexible working, nice building and environment, staff care about the work they do.

    Cons

    staff used to be specialists in a certain type of complaint. This was changed, so now all staff look into everything. This means all staff look at complaints from banking to insurance to mortgages to credit.
    So what you have now are jack of all trades master of none. Staff are answering compliants with zero knowledge of the product or any idea what they are talking about. This also means everything takes longer to answer so targets are harder to achieve.
    On top of this - phone shifts. The call centre has gone, so on top of their own cases staff have to act as call centre staff. Getting shouted at by members of the public because their case hasn’t been looked at yet - probably because staff are too busy on phone shifts or researching a complaint they don’t know how to handle.
    Getting sworn at and complained about just for answering a call is a regular occurance.
    Loads of good Staff have left because they signed up to adjudicate complaints not work in a call centre.

    Advice to Management

    This comes from a person who loves the FOS and thinks it does great work and would like this to be a job for life. But management need to understand that call centre work and being great at investigations are two completely different roles. Staff HATE the phone shifts. They are detrimental to investions. Reconsider the ridiculous decision to put staff on phones and not have a specialist subject. It makes the role impossible at times.

  3. Helpful (22)

    "It should be quality over quantity not quantity over quality"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Recommends
    Negative Outlook
    Disapproves of CEO

    I worked at Financial Ombudsman Service full-time

    Pros

    Nice office, good people, can buy and sell holidays

    Cons

    unrealistic targets, more focus on quantity over quality, late phone shifts = leaving work unreasonably late (phones shift range from 8am-8pm).

    Advice to Management

    investigations not working return back to adjudication with specialised areas.


  4. Helpful (6)

    "It is a good job for a graduate or someone with less than 3 years working experience."

    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
    Negative Outlook
    Approves of CEO

    I have been working at Financial Ombudsman Service full-time (More than a year)

    Pros

    Great colleagues and excellent benefits

    Cons

    The career prospects are poor. You need to be a long time in the service for you to progress.

    Advice to Management

    The recruitment process isn’t achieving its goal. Newly recruited employees join FOS to receive the training and the experience and the majority of them leave in less than 12 months. Career progression within the service is so difficult to achieve that it makes sense to receive the training from FOS and go elsewhere to start a career with that training and start getting paid more.


  5. Helpful (16)

    "Mass claims consultant"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Mass Claim Consultant in London, England
    Former Employee - Mass Claim Consultant in London, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Financial Ombudsman Service full-time (More than a year)

    Pros

    The company itself is great, the building and the name is a good sell.
    Flexi start time and finish time

    Cons

    You don't get as much help when you first join. Most managers don't use the same approach in solving complaints, so what could be acceptable to one manger wouldn't be to another which can be very confusing for the staff as you can get queried for what's not your fault.
    They expect consultants to be responsible for a number of things without increasing salary.
    Favouritism is a big thing amongst the managers and they don't hide it.
    Progression at the start is easy but not much room after.
    Treat start as secondary school kids.


  6. Helpful (1)

    "Reasonable first job"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Financial Ombudsman Service full-time

    Pros

    On the whole good to work for

    Cons

    Not the best location in London


  7. Helpful (20)

    "Financial Ombudsman Service - Adjudicator"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Adjudicator in London, England
    Current Employee - Adjudicator in London, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Financial Ombudsman Service full-time (More than 3 years)

    Pros

    The best thing about working at fos is the team mates, and being able to help our customers.

    Cons

    The worst thing is management who dont really do much and make it more difficult to do our job. Micro managing doesn't work with so many experienced staff who have more knowledge then the managers.

    Advice to Management

    Let the staff get on with there jobs and avoid pointless meetings and trying yo micro manage just to look busy.

  8. Helpful (7)

    "Alright but dull"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at Financial Ombudsman Service full-time

    Pros

    - Nice enough people
    - Good offices
    - Reasonable remuneration

    Cons

    - You eventually get really bored of people (consumers) shouting at you
    - Senior management constantly trying to reinvent the wheel.


  9. Helpful (14)

    "Needs to change"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Adjudicator
    Former Employee - Adjudicator
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Financial Ombudsman Service full-time (More than 3 years)

    Pros

    Team members flexible working and location easy to get to

    Cons

    The changes have not been great for the company. All the good people are leaving. Go back the old ways

    Advice to Management

    Make changes. Listen to feedback


  10. Helpful (4)

    "Review"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Team Administrator in London, England
    Current Employee - Team Administrator in London, England
    Doesn't Recommend
    Positive Outlook

    I have been working at Financial Ombudsman Service full-time (More than 5 years)

    Pros

    Friendly enough good place to work

    Cons

    No progression ,no job opportunity and not challenging enough.

    Advice to Management

    I will not recommend to anyone