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Power of attorney didn’t entitle Joanne to use her mum’s login
Business / How to settle complaints / Case studies
Joanne didn't have a computer and wanted to use a mobile app to access her mum's account. But the bank said she had to use online banking.
Published 26/02/2025 Last updated 11/07/2025
An unregistered enduring power of attorney causes problems
Business / How to settle complaints / Case studies
A bank and solicitors disagree on account access and an enduring power of attorney being registered with Office of the Public Guardian.
Published 26/02/2025 Last updated 11/07/2025
Hinesh’s mortgage repayment holiday is marked on his credit file
Business / How to settle complaints / Case studies
Hinesh said his mortgage lender made life more difficult when he tried to rearrange his finances after losing his job and his income.
Published 28/04/2025 Last updated 11/07/2025
Evan’s bank blocked payments on his current account
Business / How to settle complaints / Case studies
The bank made sure Evan could withdraw cash and pay bills but was concerned large sums may be leaving his account due to coercion or fraud.
Published 10/12/2025 Last updated 10/12/2025
Exchange rates disappoint Sue and Stanley when sending money home
Business / How to settle complaints / Case studies
International money transfer specialist's exchange rate was less than the couple had hoped for – and so was the compensation it offered.
Published 10/12/2025 Last updated 10/12/2025
Blocks on payments mean that Tesh and Iona lost out on an investment
Business / How to settle complaints / Case studies
Unusual activity on their joint current account meant the bank wouldn't lift payment restrictions without proof of identification in branch.
Published 10/12/2025 Last updated 10/12/2025
Ombudsman News 175
About us / Data and insight / News
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.
Published 02/11/2022 Last updated 02/11/2022
Tanya’s unhappy about a delayed endowment policy payout
Business / How to settle complaints / Case studies
Tanya claimed a delay in receiving her endowment policy proceeds prevented her from reinvesting the funds as planned.
Published 08/06/2019 Last updated 17/03/2026
Financial Ombudsman Service appoints Chief Finance and Risk Officer
About us / Data and insight / News
The Financial Ombudsman is today announcing the appointment of Jenny Simmonds to the role of Chief Finance and Risk Officer.
Published 10/11/2022 Last updated 10/11/2022
Financial Ombudsman Service publishes Feedback Statement on Future Funding Discussion Paper
About us / Data and insight / News
The Financial Ombudsman Service has today published its Feedback Statement on its Future Funding Discussion Paper.
Published 16/11/2022 Last updated 16/11/2022