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Malcolm's pension problem
For consumers / Who we’ve helped
Malcolm thought he'd been mis-sold a pension annuity, he contacted the business to complain but didn't agree with their answer - so asked the ombudsman service to investigate.
Published 24/06/2019 Last updated 28/01/2021
Additional voluntary contribution schemes
For businesses / Complaints we deal with / Pensions and annuities
Are you dealing with pension complaints from consumers about advice or the administration of AVC and FSAVC schemes?
Published 08/10/2019 Last updated 10/09/2024
Compensation for investment complaints
For businesses / Resolving a complaint / Understanding compensation
Working out compensation when handling complaints about investments
Published 12/11/2019 Last updated 27/09/2022
Annual review
Who we are / Governance and funding / Annual reports and accounts
Our annual review for 2018/19 gives detail about our progress against our strategic aims and objectives.
Published 01/06/2020 Last updated 27/01/2021
Burglary victim complains after insurer voids policy for under insurance
Decisions and case studies / Case studies
Andrea asked us to get involved when her insurance company cancelled her policy and refunded her premiums. This was after she had put in a claim for £120,000 worth of jewellery that had been stolen from her home.
Published 06/03/2019 Last updated 11/07/2025
Logbook loans
For businesses / Complaints we deal with / Consumer credit
Information for financial businesses on handling and resolving complaints about logbook loans.
Published 30/07/2019 Last updated 16/02/2023
Consumer cancels GAP policy but receives less than expected
Decisions and case studies / Case studies
Theo decided to cancel his GAP insurance policy early when he sold his car. But when he didn’t get all his money back, he came to us to investigate.
Published 18/03/2019 Last updated 11/07/2025
Our publication scheme
Freedom of information
Our publications scheme sets out the information we publish and where you can find it on our site.
Published 15/05/2019 Last updated 29/04/2025
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 05/07/2023
Payment Protection Insurance (PPI) case studies
For businesses / Complaints we deal with / PPI / An overview of the ombudsman's approach
A range of case studies showing how we look at complaints about how PPI was sold.
Published 26/05/2019 Last updated 16/02/2023
