On 21 August 2013, the Financial Services Ombudsman (FSO) published its bi-annual review for the period from January to June 2013. Similar to prior trends, approximately 50% of all complaints made to the FSO related to insurance. Almost half of these (44%) related to payment protection insurance. There was an overall increase of 7% in the number of insurance complaints, when compared to the second half of 2012. Notably, the FSO confirmed that a new approach would be taken to dealing with complaints. Going forward, (a) consumers must first engage with their financial institution prior to contacting the FSO and (b) financial institutions must be able to demonstrate efforts made to deal with these complaints fully before referring consumers to the FSO.