Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what estimate he has made of waiting times for complaints from consumers in Scotland to be resolved by the Financial Ombudsman Service.

The Financial Ombudsman Service (FOS) is an independent, non-governmental body. The FOS sets out its service standards in its annual Plans and Budget publication and on its website at https://www.financial-ombudsman.org.uk/who-we-are/governance-funding/customer-service/service-standards.

Ensuring timely outcomes is one of the FOS’s main priorities for 2026-27, as outlined in its most recent Plans and Budget published on 31 March 2026. The FOS has set itself the target of resolving 50 per cent of cases within three months and 80 per cent of cases within six months in 2026-27. In 2025-26, the FOS resolved 46 per cent of its cases within three months. This figure excludes cases related to motor finance commission pending the delivery of the FCA’s industry-wide redress scheme. Some cases may be more complex than others. The FOS looks at each case individually and carefully, and the time it takes to do so will depend on the length of time it takes to gather information and on the complexity of the case.

I am clear that the FOS should deal with all cases in a timely manner. My officials will continue to raise the important issue of waiting times in their regular meetings with the FOS.