Ombud Council AR 2026

PART A: GENERAL INFORMATION

Vision The Ombud Council will ensure that a known, trusted, and easily accessible ombud system exists for all in the

financial sector. Mission

The Council will ensure that the ombud system works better for financial customers by using existing statutory powers to harmonise the system, improve its coverage and visibility, and track its performance; and by proactively supporting regulatory reforms to improve the system over time.

Values The Council operates in accordance with the following core values: Table 2: Ombud Council values Independence and impartiality • We act independently and impartially, without fear, favour or prejudice and support the independence and impartiality of the schemes we oversee. Integrity • We execute our functions with integrity. Fairness • We treat all stakeholders fairly. Effectiveness and responsiveness • We implement effective and responsive processes to perform our functions. Transparency and accountability • We perform our functions transparently, take accountability for our actions, and hold the ombud schemes we oversee to account. We ensure that financial customers and other stakeholders understand our role and that of the ombud schemes we oversee.

Ombud Council 2025/26 Annual Report

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