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

Ombudsman News 182

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Welcome to the latest edition of Ombudsman News. In this edition we highlight a recent speech by our Chief Executive and Chief Ombudsman, Abby Thomas, on our role in the consumer protection landscape and our preparation for the Consumer Duty. We also share our latest annual complaints data and insight for 2022/23.

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Ombudsman News 181

18 May 2023

Welcome to the latest edition of Ombudsman News. In this edition we highlight our latest blogs about our trial to permanently introduce ‘proactively settled’ complaints and our new online guidance on discrimination complaints. We also share details of roles we’re currently recruiting for.

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Ombudsman News 179

7 March 2023

Welcome to the latest edition of Ombudsman News. In this edition we highlight the role of the Business Support Hub, the new name for our helpline for financial businesses and consumer representatives. We also share our latest data, covering complaints about financial products and services.

Blog Q3 data Diversity, inclusion and wellbeing reports

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