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.

See our previous editions of Ombudsman News.

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Credit card complaints hit all time high

Our latest quarterly complaints data on financial products and services is now available. It shows that between October and December 2023/24, we received 5,660 complaints about credit cards – the highest-ever level for a three-month period.

The data includes the number of enquiries and new complaints we’ve received. It also includes the proportion of complaints we resolved in favour of consumers. The full data set is available on our website.


Read our latest data

Handling and resolving complaints about credit and debt

We publish information about our general approach to the complaints we see about credit products and services. We also set out guidance on our approach to complaints we see about the affordability of the lending, or the quality of goods bought with credit.

If you’re involved in resolving complaints, on our website you'll find out more about the cases we see and how we resolve them, with examples that illustrate our approach.


Read our guidance

Complaints about insurance

Ombudsman Director, Rachel Lam, was interviewed this week by Insurance Post and attended the Association of British Insurers (ABI’s) annual conference to talk about our role.

Rachel shared knowledge and experience of resolving complaints about insurance. She discussed flood damage, subsidence, and other topical issues such as insurance pricing and motor insurance.

If you’re handling complaints about insurance, the guidance notes on our website may help you handle your cases quickly and efficiently.


Read our guidance

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