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PPI
We see complaints about payment protection insurance – often from customers who say they’ve been mis-sold it or didn’t know they had it.
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Banking and payments
We receive complaints from customers about a range of banking and payment services, including:
- Bank account charges
- Direct debits
- Packaged bank accounts
- Savings accounts
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Consumer credit
We see complaints about consumer credit products, including:
- Car finance
- Catalogue shopping
- Credit broking
- Debt collecting
- Payday loans
We deal with complaints about a wide range of financial products and services. On this page you’ll find a list of products and services, with links to information about our usual approach to resolving complaints about them.
We encourage businesses to consider our approach when handling complaints from customers.
As well as information by product, we publish information about our approach to complaints we’ve shown in our regular newsletter, Ombudsman news, and in a selection of case studies. We publish the individual decisions we issue in our database of decisions and we highlight some of our key decisions (on various topics from payday loans to PPI).
It’s important for us to be consistent in the way we approach similar types of complaint, but we treat each complaint individually. Everyone’s personal and financial circumstances are different, so the outcome in one case won’t always be the same as in a similar-looking case.
For general information on our process and decision-making, read how we handle complaints and how we make decisions.
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Insurance
We see complaints about a wide range of insurance products, including:
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Mortgages
We resolve complaints about a range of different mortgage types when things have gone wrong. Types of complaints we deal with include:
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Investments
We receive complaints about a range of investment products and services, including:
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Pensions and annuities
We look at complaints about individual personal pensions, annuities and workplace pensions.
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Other complaints
We also receive complaints about issues that aren't directly connected to a financial product, including: