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Evan’s bank blocked payments on his current account 

Decisions and case studies / 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

Martin’s complaint about his bank’s handling of an unpaid cheque  

Decisions and case studies / Case studies

Martin asked us to investigate after his bank withdrew £6,000 from his account without warning, months after he deposited a customer cheque.

Published 23/09/2020    Last updated 10/12/2025

Blocks on payments mean that Tesh and Iona lost out on an investment 

Decisions and case studies / 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

Gillian's e-money service won't refund her account after dodgy purchase 

Decisions and case studies / Case studies

Gillian asked for our help after being denied a refund for a misleading phone purchase on an online auction website.

Published 31/05/2019    Last updated 10/12/2025

Bank cancels debit card leaving Jade struggling to pay her rent  

Decisions and case studies / Case studies

Jade approached us after her bank cancelled her debit card when she asked it to stop a payment, leading to financial stress and difficulties.

Published 01/06/2019    Last updated 10/12/2025

Adele didn't need the extra features on her packaged bank account 

Decisions and case studies / 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

Patricia didn't get the cashback she was promised to switch accounts 

Decisions and case studies / Case studies

Patricia missed a £250 cash bonus payment when her bank said her direct debit wasn't paid in time for her to qualify.

Published 01/06/2019    Last updated 10/12/2025

Log in to our online portals 

Ombudsman Connect and Ombudsman Connect for Business are secure online portals for consumers and businesses to track and manage their cases with us. You can find the links on this page to log in.

Published 11/12/2025    Last updated 11/12/2025

Consultations 

Who we are / Governance and funding

See our latest consultations, as well as our feedback to other organisations.

Published 04/03/2019    Last updated 11/12/2025

Exchange rates disappoint Sue and Stanley when sending money home 

Decisions and case studies / 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