All FAQs

We understand that if a problem happened a long time ago, there might be limited details about what actually took place at the time.

But we'll use all the evidence available - whether that's a signed application or individual recollections of what happened - to help us give a fair and reasonable answer.

When we're looking at problems that happened in the past, we take into account the law, rules, codes and good practice that applied at the time - and not just what they say now.

So when looking at two financial products that were sold five years apart, for example, we'll need to consider if different rules applied during each sale.