Welcome to Ombudsman News. In this edition, we share new content on our approach to complaints about flood damage, and resources on our SME website for small businesses with complaints caused or impacted by the pandemic.

And in our latest blog, we take a look at what we've been doing to support Papyrus UK and Business2Schools.

See our previous editions of Ombudsman News.

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Complaints about flood damage

This month, parts of the UK have been hit by flash floods. To help prevent complaints about insurance claims, we've recently published new content about flood damage to properties and what we would expect to see from businesses handling complaints. 


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Complaints about Business Interruption Insurance (BII) after the test case

The test case, which the FCA took through the courts, has provided needed clarity over a range of BII policy terms. As a result, many complaints which were with us have now been taken back by insurers to resolve. In most instances, this is a good outcome for these complainants as, in most cases, the insurer is now accepting that the policy provides cover without our further involvement. There remains other BII policy terms where the interpretation in the context of the Covid-19 pandemic remains in dispute, but the test case helped in narrowing these contended issues. 

Besides complaints about whether a policy provides cover, we are also seeing complaints about a range of other issues, including delays in administration and the amount offered in settlement. More information on what we're seeing and examples of how we're resolving disputes are available on our SME website for small businesses.


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Making an impact: supporting our charity partner and communities


In our latest blog, Caroline Nugent, Director of Human Resources at the Financial Ombudsman Service, shares some of the ways we're living out our values of fairness and sustainability by partnering with organisations in support of the vital work they do.


Read our blog

In case you missed it

As well as our content on BII, on our SME website for small businesses we've also published information about our approach to complaints about the Coronavirus Business Interruption Loan Scheme (CBILS) and Bounce Back Loan Scheme (BBLS). 

We have also recently published more information for businesses on handling and resolving complaints about wedding insurance claims. 

Read more on on our SME website

Read more on wedding insurance

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Latest news

Ombudsman News 161

28 May 2021

Welcome to the latest Ombudsman News. We've published our annual complaints data and insight for 2020/21, and in this edition you can read about some of the key trends we've seen in a year impacted by Covid-19.

Data and Insight Annual data Insights

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