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Consumer complains after bank closes her account instead of twin sister's
Business / How to settle complaints / Case studies
Geraldine came to us after her bank had mistakenly closed her bank account instead of her twin sister's.
Published 12/10/2021 Last updated 14/07/2025
Financial Ombudsman Service continues to see a fall in cases
About us / Data and insight / News
Our Q2 2025/26 complaints data shows that new cases coming to us have dropped by more than a third, as professional representatives bring fewer cases.
Published 29/10/2025 Last updated 13/04/2026
Financial Ombudsman Service driving reform and delivering improvements as it sets out its plans for next year
About us / Data and insight / News
The continuous delivery of changes and improvements to our service will be a key focus for 2026/27 as we launched a consultation on our Plans and Budget.
Published 27/11/2025 Last updated 27/11/2025
Hussain couldn’t bank in his local branch due to its Covid-19 restrictions
Business / How to settle complaints / Case studies
Hussain's bank wouldn’t allow him to transfer money at his local branch during the first Covid-19 lockdown. We established that the bank had offered a range of alternative services, and that there were no reasons why Hussain couldn’t have accessed these.
Published 24/05/2021 Last updated 14/07/2025
Joyce transferred £100,000 from her bank account to a scam investment
Business / How to settle complaints / Case studies
After searching for investment opportunities online, Joyce lost £100,000 to a scam, transferring money to an unregulated broker. When she alerted her bank, it was too late to get her money back.
Published 24/05/2021 Last updated 09/12/2025
Karim took out new loans to pay off existing ones
Business / How to settle complaints / Case studies
Karim, a full-time carer, was struggling to repay his outstanding debt with a home credit provider – after taking out 15 individual loans. We agreed the lender should have stopped lending to Karim, rather than giving him more loans to pay off existing ones.
Published 24/05/2021 Last updated 09/12/2025
Jack and Sarah’s wedding was cancelled by their venue due to Covid-19
Business / How to settle complaints / Case studies
Jack and Sarah had planned a wedding abroad, but the venue cancelled their booking because Covid-19 meant it couldn’t source the staff or supplies it needed. The insurer argued that their claim was excluded because government restrictions were in place.
Published 24/05/2021 Last updated 09/12/2025
Will’s pension dropped in value by the time he’d moved it to another fund
Business / How to settle complaints / Case studies
When Will’s pension fluctuated in value due to Covid-19, he asked his provider for information about moving to a lower-risk fund. He was unhappy he hadn’t got the information he needed until a second phone call, and that his pension had fallen in value in the meantime.
Published 24/05/2021 Last updated 14/07/2025
Martin's PPI claim was rejected by his bank because it was made after the FCA deadline
Business / How to settle complaints / Case studies
Martin complained to his bank about mis-sold PPI in November 2019, after the FCA deadline. He felt his ill health in the run-up to the deadline meant his bank should consider his complaint. We acknowledged the difficult time Martin had had, but didn’t agree he had been prevented from making his complaint on time.
Published 24/05/2021 Last updated 14/07/2025
Pat’s CMC didn’t bring his claim before the deadline
Business / How to settle complaints / Case studies
Pat asked a CMC to take forward his PPI mis-selling complaint. But after the complaint deadline, it told him it hadn’t had authority to act on his behalf. We decided the CMC hadn’t properly communicated with Pat – and if it had done so, he would have taken action.
Published 24/05/2021 Last updated 14/07/2025