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Everyday the BFSO deals with a range of disputes between individuals, small business and their financial service providers. This year our complete annual report is published online to give everyone the chance to ‘read all about it’ 24/7. We talk about our year Highlights Chairman's message Our Board of Directors Ombudsman's foreword Our people How we talk to others Our industry and community involvement Who uses the scheme Our telephone service to the public How we manage disputes New cases Work in progress Dispute resolution Closed cases Types of disputes What the disputes are about Disputes we can't consider Systemic issues An important part of BFSO’s role is identifying and addressing systemic issues Case studies Financial statements Appendices