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Insurance
Business / How to settle complaints / Our approach to resolving complaints
Help for businesses dealing with complaints about insurance.
Published 15/03/2019 Last updated 17/06/2026
Our Ombudsmen
About us / Our Board of Directors
Find out what our Ombudsmen do and who they are.
Published 13/02/2019 Last updated 17/06/2026
Ombudsman News
Business / How to settle complaints
Explore previous editions of Ombudsman News.
Published 04/06/2019 Last updated 17/06/2026
Understanding compensation for financial loss
Consumer / Complaints we can help with / What to expect
How we can help put things right if a financial business has made a mistake or treated you unfairly.
Published 13/02/2019 Last updated 18/06/2026
Telematics (black box) vehicle insurance
Business / How to settle complaints / Our approach to resolving complaints / Insurance / Motor insurance
Information for financial businesses on handling and resolving complaints about telematics (black box) vehicle insurance.
Published 25/05/2022 Last updated 03/07/2023
Gradual damage
Consumer / Complaints we can help with / Insurance / Home and buildings insurance
How we can help if you have a complaint about a claim and your insurer says the problem is gradual damage.
Published 24/07/2023 Last updated 24/01/2025
Our pay and representation data
About us / Our Board of Directors / Our values
To become a fully diverse and inclusive workplace, our workforce must reflect the customers we serve. Each year we report on our pay and representation data. Our data helps us track our progress, shares detail about what we have achieved against the targets we set and where we still have work to do.
Published 18/01/2024 Last updated 23/07/2025
Interest rates applied to mortgages
Consumer / Complaints we can help with / Mortgages
How we can help if you’ve had a problem with your mortgage interest rates and think you’ve been treated unfairly
Published 01/02/2024 Last updated 01/02/2024
Building warranties
Consumer / Complaints we can help with / Insurance / Home and buildings insurance
How we can help if you’ve got a complaint about a building warranty.
Published 31/07/2023 Last updated 31/07/2023
Subject access request
How to ask us for information we hold about you.
Published 01/03/2019 Last updated 25/07/2025