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Safeguarding policy 

Corporate information / Our corporate policies

Our policy on safeguarding

Published 03/10/2019    Last updated 08/04/2025

Ed's pet insurance claim 

For consumers / Who we’ve helped

Ed came to us after he disagreed with his pet insurance provider on a claim. We helped him draw a line under the problem, by giving him an impartial answer.

Published 24/06/2019    Last updated 28/01/2021

Complaints about pre-paid funeral plans 

For businesses / Complaints we deal with / Other complaints

From 29 July 2022, funeral plan providers must be regulated by the FCA to sell and administer plans. Find out how we can help if you are dealing with a complaint about pre-paid funeral plans.

Published 12/04/2022    Last updated 16/02/2023

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

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