Financial Ombudsman Services is envisioned as Uganda’s centralized and independent platform for financial consumer protection and empowerment.

In response to rising concerns over unfair practices, limited redress mechanisms, low financial literacy, and the digital transformation of the financial sector, Financial Ombudsman Services aims to serve as a trusted institution that protects consumer rights, addresses complaints effectively, promotes financial education, and strengthens coordination among stakeholders.

Financial Ombudsman Services will act as both a service hub and a policy voice, providing direct support to consumers while generating data-driven insights that shape reforms across Uganda’s financial ecosystem.

Mission Statement:

To protect and empower financial consumers by providing fair and accessible redress, enhancing financial literacy, and championing policies that place consumers at the center of the financial ecosystem.

Vision:

A trusted and inclusive financial ecosystem where all stakeholders; consumers, providers, and regulators benefit from fairness, transparency, and accountability.

Core Values

1. Fairness

We ensure that every consumer is treated with justice, dignity, and impartiality. Our decisions are guided by equity and a strong commitment to doing what is right.

2. Transparency

Openness is essential to trust. We maintain clear, honest, and accessible processes so that consumers and stakeholders understand their rights and how we serve them.

3. Inclusion

We are committed to serving all people—regardless of background, location, or status—by removing barriers to access and ensuring no one is left behind in the financial system.

4. Empowerment

We enable consumers to take charge of their financial lives by promoting knowledge, confidence, and awareness of their rights and responsibilities.

5. Independence

As a neutral body, we act without bias or influence—offering objective resolutions and trusted guidance to both consumers and institutions.