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Whole-of-life policy reviewed and changed without customer's knowledge
Decisions and case studies / Case studies
Our investigation found that the business had notified the customer, but due to having an old address, she didn’t receive the letter. She also claimed she was unaware of plan reviews, but the evidence suggested otherwise.
Published 04/06/2019 Last updated 11/07/2025
Financial Ombudsman Service publishes annual complaints data 2020/21
News
The Financial Ombudsman Service has published its annual complaints data for the 2020/21 financial year (April 2020-March 2021) with commentary and insight.
Published 25/05/2021 Last updated 26/05/2021
Ombudsman News 164
News
Welcome to Ombudsman News. In this edition, we share an overview of our latest complaints data, including detail on some of the trends seen in the first quarter of the 2021/22 financial year.
Published 24/09/2021 Last updated 24/09/2021
Consumer complains that the definition of ‘accident’ in his policy means his claim is unfairly turned down
Decisions and case studies / Case studies
Colin complained to us because his insurer declined his personal accident claim.
Published 01/06/2019 Last updated 11/07/2025
Ombudsman News 165
News
Welcome to Ombudsman News. In this edition, we share detail about our refreshed guidance for making awards of compensation for distress and inconvenience. We also highlight our consultation about temporary changes to reporting the outcomes for certain complaints.
Published 14/10/2021 Last updated 14/10/2021
Financial Ombudsman sees 30% increase in “authorised” scam complaints
News
Data shows too many scam victims are not being treated fairly by banks.
Published 24/11/2021 Last updated 29/11/2021
The business won’t repair my hire-purchase phone
Decisions and case studies / Case studies
Bella contacted us about the mobile phone she’d taken on a hire-purchase agreement.
Published 01/06/2019 Last updated 11/07/2025
Consumer tell us the travel company they used to book their holiday has stopped trading
Decisions and case studies / Case studies
Maliha contacted us while she was on holiday. The travel company she’d booked her family holiday with had stopped trading.
Published 01/06/2019 Last updated 11/07/2025
My insurer said my ear infection was a significant change in health
Decisions and case studies / Case studies
Tom’s insurer said if it had been told about the ear infection, it would’ve charged an extra premium.
Published 01/06/2019 Last updated 14/07/2025
I was in a car accident and now I’m worried because I can’t make my loan payments
Decisions and case studies / Case studies
Catherine contacted her lender to say she’d been in hospital the day her loan was due, and that she’d need more time.
Published 01/06/2019 Last updated 11/07/2025
