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Consumer complains about insurer's handling of claim after bad experience on flight
Business / How to settle complaints / Case studies
Raj suffered a stroke abroad and needed to be flown back to the UK. He contacted us to complain about the arrangements his insurer put into place for the flight home.
Published 12/10/2021 Last updated 14/07/2025
Patricia faced an early repayment charge when she wanted to move house
Business / How to settle complaints / Case studies
Patricia’s mortgage lender turned down her application to transfer her mortgage because it had changed its lending policy.
Published 14/06/2019 Last updated 16/01/2026
Financial Ombudsman at Treasury Select Committee meeting
About us / Data and insight / News
Abby Thomas, our Chief Executive and Chief Ombudsman, and Baroness Manzoor CBE, Chair of the Financial Ombudsman, joined a session with the Treasury Select Committee earlier this week.
Published 16/03/2023 Last updated 16/03/2023
Award limits increase
About us / Data and insight / News
The Financial Conduct Authority (FCA) has confirmed the increase to our award limits.
Published 20/03/2023 Last updated 20/03/2023
Rhys and Delyth had to pay an early repayment charge in order to move
Business / How to settle complaints / Case studies
Rhys and Delyth complained about the early repayment charge they had to pay after repaying their lifetime mortgage.
Published 14/06/2019 Last updated 16/01/2026
Dominica didn’t realise her mortgage was interest only
Business / How to settle complaints / Case studies
Dominica complained after she discovered she'd been sold an interest-only mortgage rather than a repayment mortgage.
Published 14/06/2019 Last updated 16/01/2026
Steven’s lender wouldn’t agree to his payment proposals
Business / How to settle complaints / Case studies
Steven complained after his mortgage lender refused to accept his payment proposals after losing his job and falling behind on his mortgage.
Published 14/06/2019 Last updated 16/01/2026
Financial Ombudsman Service appoints Director of Communications
About us / Data and insight / News
The Financial Ombudsman Service is today announcing the appointment of Owen Brace as Director of Communications.
Published 27/04/2023 Last updated 27/04/2023
Jay was chased for mortgage shortfall eight years after his house sale
Business / How to settle complaints / Case studies
A debt collection company contacted Jay even though he thought he’d covered off his debt with an insurance policy.
Published 17/06/2019 Last updated 16/01/2026
Consumer Duty countdown: how are we preparing?
About us / Data and insight / News
With just over one month to go until the start of the Consumer Duty, there continues to be interest from both businesses and consumer groups on how we're preparing.
Published 13/06/2023 Last updated 04/07/2023