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Our action plan for changing and improving
Who we are / Governance and funding
This action plan sets out in broad terms what our future looks like, describing how we will change and improve – and deliver a better service for all our customers.
Published 02/12/2021 Last updated 28/11/2022
Ombudsman News 156
News
Welcome to our latest Ombudsman News. In this edition, we focus on our plans and budget and our opening hours over the festive period.
Published 17/12/2020 Last updated 27/01/2021
Sataj felt an insurance company racially discriminated against him
Decisions and case studies / Case studies
Sataj had obtained two quotes from a car insurance company, both for different sums. He felt his car insurance company had indirectly discriminated against him when calculating his insurance premium.
Published 15/05/2023 Last updated 11/07/2025
Consumer complains they shouldn’t have been referred for credit hire services
Decisions and case studies / Case studies
Sophie was unhappy her insurer provided her with a hire car and not a courtesy car following a non-fault accident. She was asked by the credit hire company to pay for the hire costs.
Published 27/06/2023 Last updated 11/07/2025
Capital protected structured investments
For consumers / Complaints we can help with / Investments
Do you feel you were wrongly advised to invest in a capital protected structured investment?
Published 10/12/2024 Last updated 10/12/2024
Our AI principles
Who we are / Our values
This page sets out information about our approach to the use of AI and other similar technology, including how we use AI responsibly and securely.
Published 20/11/2024 Last updated 20/11/2024
Reviews of our service
Corporate information
Look at independent reviews of the Financial Ombudsman Service.
Published 07/06/2019 Last updated 26/01/2021
Hygyrchedd
Cymraeg
Mae'r dudalen hon yn cynnwys ein datganiad hygyrchedd gwefan. Mae hefyd yn amlinellu'r gwasanaethau hygyrchedd rydym yn eu darparu.
Published 03/11/2020 Last updated 01/09/2021
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
