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Complaint about insurer’s choice of solicitor rejected
Decisions and case studies / Case studies
When Barnaby made a claim on his legal expenses policy, he wasn't happy that his insurer chose solicitors that lived far from him. We took a look to check the policy.
Published 08/03/2019 Last updated 11/07/2025
Preventing modern slavery and trafficking
News
The Modern Slavery Act requires organisations over a certain size to report yearly on what they’ve done to ensure they help prevent acts of modern slavery and trafficking from occurring within their business or supply chains.
Published 25/07/2018 Last updated 27/01/2021
Working together to proactively settle complaints – an update on our outcome codes initiative
Data and insight / Our insight
James Clements, Head of Operation Contact, outlines the work happening to resolve cases that fall within the scope of the temporary amendment to the way we report business-specific complaints data. He explains the progress so far, and that there is still time for businesses to take part in this initiative.
Published 28/01/2022 Last updated 12/06/2024
Information for Wonga customers
News
We are aware of the recently announced news that Wonga has gone into administration.
Published 13/09/2018 Last updated 27/01/2021
Complaints we deal with
For businesses
An overview of all the complaints we deal with.
Published 13/02/2019 Last updated 28/10/2022
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 12/02/2026
Fraud and scams
For businesses / Complaints we deal with
Do you deal with customer complaints about how a bank or payment services provider dealt with a fraud or scam?
Published 01/04/2019 Last updated 07/10/2024
Fraud and scams
For consumers / Complaints we can help with
If you’ve been affected by a fraud or scam – and feel your bank or payment service hasn’t done enough to help you – we can look into it.
Published 10/05/2019 Last updated 23/01/2026
Long-term care insurance
For consumers / Complaints we can help with / Insurance / Medical insurance
How we can help with your complaint about long-term care insurance.
Published 01/06/2019 Last updated 09/11/2023
Damage to underground pipes
For businesses / Complaints we deal with / Insurance / Home and buildings insurance
Information for financial businesses how we handle and resolve complaints about underground pipes.
Published 21/05/2019 Last updated 31/07/2023