The case studies we publish are illustrative and are based broadly on real-life cases.
By publishing articles about our approach and illustrative case studies we hope to share our practical experience in resolving financial disputes in a range of situations and in relation to all types of financial products, services and transactions.
The individual details of each case are always "one-off" – which is why we decide each case on its own particular facts and merits.
You can read final decisions issued by our ombudsmen in the individual complaints that have been referred to us by searching our database of decisions.
Our work gives us unique insight into how complaints arise and how they might be avoided – and we’re always working to share our knowledge and experience.
We share data and insight about themes and trends we see, as well as information about our general approach to resolving cases. By sharing our approach to individual issues, we aim to help businesses and consumer advisers understand and deal with complaints as early as possible.
Our case studies and decisions are not precedents.They give information on the position at the date of publication – and sets out the ombudsman's usual approach to the disputes we see involving the financial products and services that are complained about most.
They are not a definitive statement of the law, our approach or our procedure. Individual cases are decided on their own facts. We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
Are you a small business?
If you’re a small business (SME) and want to make a complaint to us, head to our dedicated small business website for more information about how we can help.
Need help with a claims management dispute?
We can also help with complaints about claims management companies (CMCs). If you have a complaint, or you’re a CMC dealing with a complaint, head to the Claims Management Ombudsman website for more information.