online technical resource

reference materials and documents about our approach to settling disputes

• telling consumers about the Financial Ombudsman Service
• the six-month time limit
• compensation for distress, inconvenience or other non-financial loss
• complaints data: number and outcome of complaints by individual businesses
• is compensation taxable?
• compensation for being "deprived" of money and for investment loss

general insurance

• payment protection insurance (PPI)
• motor insurance
• motor insurance: vehicle valuation
• motor insurance: keys in cars
• travel insurance sold with holidays
• buildings insurance: damage to underground pipes made from pitch-fibre

banking and credit

• consumer credit
• debt collecting
• goods and services bought with credit
• complaints that the interest rate on a savings account is too low
• mortgages: early repayment charges
• mortgage underfunding
• money-transfer (covered by the ombudsman from November 2009 under the payment services directive)

investment

• assessing the suitability of investments
• "with-profits" bonds
• mortgage endowments
• property funds
• assumptions for redress in pension mis-sale cases that fall outside the Pensions Review
• index of documents relating to "splits" complaints
• index of documents relating to Equitable Life complaints

our series of factsheets [in PDF format] giving a quick and informal overview of a range of technical issues:

• helping you resolve complaints
• how we handle disputes between businesses and consumers
• funding and case fees
• our role in settling consumer-credit disputes
• our jurisdiction: where investment firms are no longer authorised
• hearings
• calculating redress for mis-sold mortgage endowments
• calculating redress in investment complaints
• the role and work of our panel of ombudsmen