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Credit and borrowing money 

For consumers / Complaints we can help with

How we can help if things go wrong when you borrow money.

Published 11/03/2019    Last updated 17/12/2024

Cymraeg 

Ar y dudalen hon fe welwch wybodaeth allweddol am Financial Ombudsman Service, y cwynion y gallwn edrych arnynt a sut y gallwch chi wneud cwyn.

Published 13/02/2019    Last updated 16/06/2022

How we handle complaints 

For businesses / Resolving a complaint

Information for financial businesses about our case-handling process, including what to send us and the stages of our investigation.

Published 22/02/2019    Last updated 06/01/2025

Strategic plans and budget 

Who we are / Governance and funding

Download our strategic plans and budget for this financial year, as well as reports from previous years.

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

Payday loans 

For businesses / Complaints we deal with / Consumer credit

Information for financial businesses about the complaints we see about payday lending and how we handle them.

Published 21/06/2019    Last updated 16/02/2023

Man bitten by a dog while on holiday struggles to make legal expenses claim 

Decisions and case studies / Case studies

When Anthony was bitten by a dog abroad, his insurer’s solicitors said the cost of the case would exceed any amount awarded. He contacted us to make sure a fair decision was being made.

Published 07/03/2019    Last updated 11/07/2025

Equity release 

For consumers / Complaints we can help with / Mortgages

How we can help if you have a complaint about equity release

Published 07/03/2019    Last updated 22/08/2023

Equity release 

For businesses / Complaints we deal with / Mortgages

Do you deal with consumer complaints about equity release, including lifetime mortgages?

Published 07/03/2019    Last updated 26/03/2025

What are the relevant considerations in deciding PPI sales-complaints? 

For businesses / Complaints we deal with / PPI / An overview of the ombudsman's approach

In considering complaints, we take into account the relevant regulatory, legal and other standards of the time of the sale.

Published 27/05/2019    Last updated 26/01/2021

Critical illness cover 

For businesses / Complaints we deal with / Investments

Critical illness insurance is designed to pay out if someone is diagnosed with any of a number of specified illnesses. Permanent and total disability benefit is usually offered as part of this cover.

Published 05/08/2019    Last updated 18/04/2023