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Misunderstanding of Debt Arrangement Scheme could be causing stress for consumers in Scotland
About us / Data and insight / News
A lack of awareness from firms about Scotland’s Debt Arrangement Scheme (DAS) could be negatively impacting consumers in Scotland, the Financial Ombudsman Service has warned this Debt Awareness Week.
Published 24/03/2025 Last updated 24/03/2025
Adele didn't need the extra features on her packaged bank account
Business / How to settle complaints / Case studies
Adele's packaged bank account may not have been right for her, but she delayed complaining to her bank and asking us for help.
Published 27/04/2021 Last updated 10/12/2025
Charges for professional representatives to refer cases to the Financial Ombudsman Service come into force today
About us / Data and insight / News
From 1 April 2025, professional representatives will be charged £250 to refer a case to our service due to our new charging regime.
Published 01/04/2025 Last updated 01/04/2025
Consumer wants compensation when his local bank branch was closed
Business / How to settle complaints / Case studies
Dan came to us with his complaint as he had to travel to another branch of his bank when his local one was closed, and he didn't think the bank had done enough.
Published 12/10/2021 Last updated 14/07/2025
Financial Ombudsman Service celebrates raising more than £30,000 for baby loss charity
About us / Data and insight / News
We have raised more than £30,000 for Sands, the UK’s leading pregnancy and baby loss charity – hitting our two-year fundraising target in just 12 months.
Published 22/05/2025 Last updated 22/05/2025
A consumer complains after a debt collector repeatedly contacts him over mistaken debt
Business / How to settle complaints / Case studies
Charlie had been dealing with a debt collector repeatedly contacting him about a debt he supposedly owned, even though they hadn't proven it. Even though he said he didn't owe the debt, they then started legal action, so he got in touch with us.
Published 12/10/2021 Last updated 14/07/2025
Consumer complains about a loan company irresponsibly lending
Business / How to settle complaints / Case studies
Josephine came to us after a loan company lent to her, but she struggled to pay it back. She felt the company had been irresponsible because their checks should have shown that she was a vulnerable customer and would have difficulty paying the loan back.
Published 12/10/2021 Last updated 14/07/2025
George had concerns about mortgage support and communication errors
Business / How to settle complaints / Case studies
George asked his mortgage lender for a reduced payment arrangement and noticed that it spelled his name wrong in some of their communications.
Published 12/10/2021 Last updated 16/01/2026
Consumer complains about how insurer takes payment for contents insurance
Business / How to settle complaints / Case studies
Carolina brought a complaint to us after her insurer made a mistake taking payment for her contents insurance.
Published 12/10/2021 Last updated 14/07/2025
Financial Ombudsman Service sees a fall in case levels – with complaints at their lowest level for more than a year
About us / Data and insight / News
Financial complaints needing our intervention have fallen to their lowest level in over a year, according to new quarterly figures published today.
Published 07/08/2025 Last updated 07/08/2025