All FAQs

While some problems may seem similar on the surface, everyone who contacts us has a different personal and financial story. So we'll always make a decision based on the individual circumstances of each complaint that's referred to us.

But sometimes we see issues in individual complaints that we think might lead to more complaints. We raise these issues with the regulators - and if the problem is widespread, action by the regulator may be more appropriate and effective than us making several individual decisions.