Welcome to the latest edition of Ombudsman News. In this edition, we highlight our latest blog for insurers about trends in travel insurance complaints and our guidance for complaint-handling, our new online resource on mobile phone and gadget insurance, and our latest complaints data. We also share our new senior appointment and our refreshed guidance for consumers on fraud and scams. 

See our previous editions of Ombudsman News.

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Blog: Travel disruption, delays and cancellation – trends in complaints and guidance for insurers

Travel disruption has been a feature of news stories since the early days of the Covid-19 pandemic. Travel insurance related complaints referred to us at the Financial Ombudsman Service have evolved alongside the pandemic.

In our latest blog, Ombudsman Leader, Sian Brightey, outlines some of the complaints trends we’ve seen and highlights some points for insurers to consider when handling travel insurance claims and complaints.

Read the full blog

Mobile phone and gadget insurance – information about our approach

We hear from people who feel their insurer has acted unfairly because the policy wording was misleading, or the insurer refused to pay the claim. We also hear from people that the replacement their insurer provided is a refurbished phone or gadget and not a brand new one.

Our newly published online guidance provides information on the type of complaints we see about mobile phone and gadget insurance and how we resolve them. We also share case studies that illustrate our approach.

Information for consumers  Information for businesses 

Our latest complaints data – July to September 2022

Today we published our latest quarterly complaints data on financial products and services. Between July and September 2022, we received 38,470 new complaints.

Our complaints data includes the number of enquiries and new cases we received, and the proportion of complaints resolved in favour of customers.

Read the full data

Fraud and scams – sharing information about the cases we see and how we can help with complaints

Our Lead Ombudsman and Director of Casework, Pat Hurley recently appeared on BBC One’s Rip Off Britain to talk about fraud and scams. Pat spoke about our uphold rate in the cases we see and outlined the three main reasons we might take a different view to the bank or payment provider. You can watch the full episode on BBC One's website.

Our refreshed guidance on complaints about fraud and scams shares more detail on the types of complaint we receive, how we can help and case studies examples.

Find out more

Financial Ombudsman Service appoints Chief People Officer

We announced the appointment of Jane Cosgrove to the role of Chief People Officer. Jane will take up her role in January and brings significant experience of transformation, people strategy and operations delivery across private, government and regulatory sectors. Read the full detail in our news update.

Read our news update

Latest news

Travel insurance complaints at their highest levels since the pandemic

16 July 2024

Holidaymakers unhappy with their travel insurance have led to rising levels of complaints.

Press release Travel Insurance

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Ombudsman News 191

28 May 2024

Welcome to the latest edition of Ombudsman News. In this edition, we highlight our consultation on charging Claims Management Companies and other professional representatives. We also share our guidance notes on insurance cases and our complaints data on financial businesses.

Insurance H2 data Consultations and responses

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Ombudsman News 189

1 March 2024

Welcome to the latest edition of Ombudsman News. In this edition, we highlight our latest data, covering complaints about financial products and services between October and December 2023. We also share our online guidance for businesses about insurance complaints.

Q3 data Insurance

Read more