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Mortgage interest rates
Business / How to settle complaints / Our approach to resolving complaints / Mortgages
Do you deal with customer complaints about mortgage interest rates for mortgage providers, lenders, brokers, advisers or other financial businesses?
Published 01/02/2024 Last updated 26/03/2025
Previous complaints data
Business / How to settle complaints
On this page, you can find our complaints data from 2014/15 to 2020/21.
Published 27/11/2024 Last updated 17/06/2026
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Published 20/02/2020 Last updated 16/04/2026
How we categorise data
Business / How to settle complaints
This page explains the taxonomy we use to categorise cases and the data we publish.
Published 24/08/2020 Last updated 14/07/2026
Insurance pricing and renewals
Business / How to settle complaints / Our approach to resolving complaints / Insurance
Information for financial businesses on handling and resolving complaints about insurance pricing and renewals.
Published 16/12/2021 Last updated 03/07/2023
Multiple-occupancy buildings insurance
Consumer / Complaints we can help with / Insurance / Home and buildings insurance
Is your complaint about a multiple-occupancy building insurance (MOBI) policy? See our guidance for freeholders and leaseholders.
Published 19/11/2025 Last updated 10/07/2026
Deferred payment credit and BNPL
Business / How to settle complaints / Our approach to resolving complaints / Consumer credit
Find out about our approach to customer complaints about ‘deferred payment credit’ and ‘buy now pay later’ (BPNL).
Published 15/07/2026 Last updated 15/07/2026
Fair outcome for storm damage dispute
Business / How to settle complaints / Case studies
After a storm, Andrew and Glenda discovered their roof had been damaged. But their insurer turned down their claim, saying the damage was from wear and tear.
Published 07/03/2019 Last updated 11/07/2025
Putting things right by giving something back
Business / How to settle complaints / Data and insight
Caroline Nugent, Director of Human Resources at the Financial Ombudsman Service, shares some of the ways we're living out our values of fairness and sustainability by partnering with organisations in support of the vital work they do.
Published 29/07/2021 Last updated 08/11/2022
Frozen accounts and blocked payments
Business / How to settle complaints / Our approach to resolving complaints / Banking and payments
Are you dealing with complaints from customers whose current accounts have been frozen, or whose payments were blocked?
Published 10/12/2025 Last updated 10/12/2025