ombudsman news gives general information on the position at the date of publication. It is not a definitive statement of the law, our approach or our procedure.
The illustrative case studies are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.
There are certain circumstances in which, even though a complaint is within our jurisdiction, we can decide to dismiss it without considering its merits. This is often referred to as "early termination". Our banking article this month focuses on the "termination" issues that tend to arise most frequently in banking complaints.
We also set out our views on certain aspects of insurance fraud, and provide a selection of some of the wide range of investment cases that we have dealt with in recent months. These include a complaint about the mis-selling of a mortgage endowment policy, where the policy was not due to be paid off until the customer was 76 years old; a complaint about the mis-selling of an FSAVC (Free Standing Additional Voluntary Contributions) policy; and a dispute about whether investment advice was given in the course of a customer’s routine call to the firm to obtain a valuation.