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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
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
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
No-deal Brexit: what it would mean for consumers and the Financial Ombudsman Service
News
This information is relevant to UK consumers of businesses established in the European Economic Area (EEA) in the event that the UK leaves the European Union (EU) without a withdrawal agreement. This page was first published in March 2019.
Published 13/03/2019 Last updated 27/01/2021
Can I complain about commission - because of the Plevin judgment?
For businesses / Complaints we deal with / PPI
Find out if you’re affected -and how to complain about commission on PPI.
Published 25/05/2019 Last updated 26/01/2021
