consumer factsheets on …
a range of subject areas and specialist topics – from how we set about resolving complaints, to the technicalities involved in certain kinds of disputes
Our factsheet on the approach we take to settling disputes between consumers and businesses providing financial services (also available as an audio-clip in mp3-format).
Our factsheet for consumers, looking at the issues that most frequently crop up in disputes about payment protection insurance (sometimes called "PPI" or loan protection).
Our factsheet for consumers who have a complaint about a bank charge that has been applied to their current account.
Our factsheet on some of the problems we deal with involving cheques written by – or accepted by – consumers.
This is a factsheet for consumers with income protection insurance who are complaining about their insurance company rejecting or stopping a claim; handling a claim incorrectly, poorly or unfairly; or mis-selling a policy.
Our factsheet for consumers who have a complaint about an insurance company turning down an insurance claim – because of so-called medical "non-disclosure".
Part of our work to help banks and consumers avoid problems when supporting people who are losing the capacity to manage their finances.
Our factsheet giving general information about mortgage endowment complaints – aimed at consumers who think they may have a complaint about their mortgage endowment policy.
Our factsheet explaining what to do if you are unhappy with the service we provide – and the role of the independent assessor.
Our factsheet for consumers explaining what to expect when their case goes to an ombudsman for a decision.
Our factsheet explaining the legal standing of a final decision by an ombudsman – where the consumer accepts the decision within the timescale set by the ombudsman and it becomes legally binding.
Our factsheet explaining why a consumer may need to enforce an ombudsman’s decision in court – and what this involves. But it shouldn’t be taken as legal advice.
Our factsheet for consumers with complaints that could involve amounts over £150,000 (£100,000 for complaints we receive before 1 January 2012) – the maximum we can tell a financial business to pay in compensation.
Our quick guide – for consumers and businesses who have complaints with the ombudsman service – on how hearings fit into our process.
Our mini-guide for MPs, councillors etc (and their researchers), giving a brief introduction to the role of the ombudsman.
Our mini-guide for community and advice workers, outlining how we can help and explaining our procedures and general approach.