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Snow damage covered under ‘accidental’ rather than ‘storm’ cover
Decisions and case studies / Case studies
We looked into Fred's insurance policy when his conservatory was damaged, but the insurer rejected it as storm damage. But we could see another way he might be covered.
Published 07/03/2019 Last updated 11/07/2025
Insurer rejects claim because the house was left unoccupied
Decisions and case studies / Case studies
Simon contacted us because he disagreed with his insurer's decision after his property was broken into.
Published 08/03/2019 Last updated 11/07/2025
Pre-paid funeral plan providers – an introduction to the Financial Ombudsman Service
Data and insight / Our insight
Pre-paid funeral plans will become regulated by the Financial Conduct Authority (FCA) from 29 July 2022. In this blog, Managing Ombudsman, Clare Mortimer, outline the support we offer to financial businesses to help plan providers that are new to regulation and to the Financial Ombudsman.
Published 28/06/2022 Last updated 17/02/2023
Latest complaints data on individual financial businesses
News
Today we've published our latest six-monthly complaints data on individual businesses and groups.
Published 12/09/2018 Last updated 27/01/2021
Insurer’s choice of solicitors creates conflict of interest
Decisions and case studies / Case studies
When Bettina was bringing an employment case against the local council, her insurer appointed a solicitor for her. But undisclosed information gave her cause for concern.
Published 08/03/2019 Last updated 11/07/2025
Consumer complains about legal insurance following claim for loss of light
Decisions and case studies / Case studies
Bill got in touch with us when a claim about loss of light took an unexpected turn when his insurer said he needed to get a second report but wouldn't pay for it.
Published 08/03/2019 Last updated 11/07/2025
Our annual review 2017/2018
News
Today sees the publication of our annual review, which reflects the achievements of our service in 2017/2018.
Published 30/05/2018 Last updated 27/01/2021
Travel disruption, delays and cancellations – trends in travel insurance complaints and guidance for insurers
Data and insight / Our insight
Travel disruption has been a feature of news stories since the early days of the pandemic. The type of travel issue or disruption, insurance claims, and complaints have evolved alongside the pandemic. Ombudsman Leader, Sian Brightey, outlines some of the trends we’ve seen and highlights our guidance for insurers.
Published 01/11/2022 Last updated 01/11/2022
Have you been affected by the problems at TSB?
News
We’ve been getting lots of questions about the recent computer troubles at TSB.
Published 25/05/2018 Last updated 27/01/2021
Vehicle theft and insurance claims – some of the recent issues we’ve seen in complaints
Data and insight / Our insight
Rachel Lam, Ombudsman Leader and Head of Practice for motor insurance, outlines some of the issues we’ve seen recently in complaints about motor insurance claims. She highlights two areas where we see consumers impacted significantly; declined claims following theft by deception and after a vehicle has modified.
Published 28/11/2022 Last updated 28/11/2022
