The Banking and Financial Ombudsman Annual Report for 2025
The ABF Report shows that the Ombudsman received over 13,500 complaints in 2025, a slight decrease compared with the previous year (-3 per cent). Disputes picked up again in the second half of the year and in the first months of 2026.
Complaints relating to fraudulent transactions continue to grow, accounting for more than one third of the total, although they remain very limited compared with the overall number of transactions.
The downward trend in disputes relating to salary-backed loans is confirmed.
In 2025, the Panels ruled on more than 12,500 cases: 56 per cent of these resulted in outcomes substantially in favour of customers, including cases fully or partially upheld and settlements reached between the parties before a decision.
The rate of compliance by intermediaries with the Ombudsman's decisions remains high: in 2025, excluding salary-backed loan matters, it stood at 94 per cent, in line with the previous year.
The amounts awarded to customers are significant: in 2025, nearly €8 million were returned to customers.
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24 June 2026
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24 June 2026
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