The Financial Ombudsman Service says more complainants are going direct to its free complaints service rather than using professional representatives despite a rise in the number of cases.
The Financial Ombudsman Service received 53,600 cases in the first quarter of 2026/27 - up 600 on the previous quarter.
However, cases involving professional representatives including claims firms were sharply down.
In Q1 2026/27, representatives – including professional representatives, family and friends – accounted for 10% of all cases referred to the Financial Ombudsman, down from a high a year earlier of 45% in Q1 2025/26.
Professional representatives, who charge to refer cases and take a share of any redress, accounted for 1,800 cases, or 3% of the total caseload in Q1. The FOS said this was a continuation of the downward trend seen over previous quarters.
Overall, cases pursued by professional reps fell from 4,300 in Q2 2025/26 to 1,800 in Q1 2026/27.
The FOS said that while total complaints were up on the previous quarter the number was "significantly fewer" than the 68,000 complaints received in the same period last year (April to June 2025), when many cases related to motor finance commission (MFC).
Fraud and scams accounted for half of cases but current accounts were the most complained about product.
The FOS said overall case levels remained stable in the first quarter of 2026/27, according to data published today.
James Dipple-Johnstone, Chief Ombudsman at the Financial Ombudsman Service, said: “As financial services continue to evolve, we are delivering the biggest reforms to our service since we were created to ensure we develop alongside them.
“As our jurisdiction expands to include products such as Buy Now Pay Later, we remain committed to providing an accessible, independent and impartial service that supports consumers and businesses alike.”
The service is currently working with the Financial Conduct Authority (FCA) and the government, to "drive forward" a programme of changes to allow it to better focus on its core purpose as a "quick and informal alternative to the courts."
The Financial Ombudsman says it is also resolving cases more quickly. In April to June 2026, 51% of cases were closed within three months of an investigation starting, compared with 46% in April to June 2025.