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Published 20/02/2020 Last updated 06/11/2025
Case studies
Decisions and case studies
Browse our case studies to find out more about who we've helped, and what we've done.
Published 05/03/2025 Last updated 20/08/2025
How to complain
For consumers
Find out how to bring your complaint to us, and how we can help.
Published 13/02/2019 Last updated 29/07/2024
Before we get involved
For businesses / Resolving a complaint
What you need to do when you receive a customer complaint.
Published 13/02/2019 Last updated 24/10/2023
Time limits for mortgage endowment complaints
For businesses / Resolving a complaint / Time limits for businesses
Specific time limits that apply for mortgage endowment complaints.
Published 22/02/2019 Last updated 26/01/2021
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 08/12/2025
Workplace pensions
For businesses / Complaints we deal with / Pensions and annuities
Information for financial businesses about our approach to complaints about advice and administrative errors relating to workplace pensions.
Published 23/10/2019 Last updated 05/12/2025
Long-term care insurance
For businesses / Complaints we deal with / Insurance / Medical insurance
Information for financial businesses about how we deal with complaints about long-term care insurance claims and mis-sold policies.
Published 31/05/2019 Last updated 08/12/2025
Extended warranties
For businesses / Complaints we deal with / Insurance
Find out how we deal with complaints about extended warranties.
Published 06/03/2019 Last updated 08/12/2025
What to expect
For consumers
What to expect once you’ve brought your complaint to us.
Published 13/02/2019 Last updated 01/11/2024
