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Ongoing financial advice services
Business / How to settle complaints / Our approach to resolving complaints / Pensions and annuities
Do you deal with customer complaints about ongoing financial advice?
Published 10/06/2025 Last updated 10/06/2025
Sending money abroad
Consumer / Complaints we can help with / Banking and payments
Do you have a complaint about what happened when you sent money abroad using an international money transfer?
Published 10/12/2025 Last updated 26/06/2026
Case studies
Business / How to settle complaints
Our case studies provide examples of how we've helped people, based on real-life cases.
Published 05/03/2025 Last updated 17/06/2026
Mortgages
Business / How to settle complaints / Our approach to resolving complaints
Do you handle mortgage complaints for the customers of a lender or mortgage broker?
Published 07/03/2019 Last updated 17/06/2026
Travel insurance
Business / How to settle complaints / Our approach to resolving complaints / Insurance
Information for financial businesses about how we deal with complaints about travel insurance.
Published 20/03/2019 Last updated 17/06/2026
An overview of the ombudsman's approach
Business / How to settle complaints / Our approach to resolving complaints / PPI
This section of our online PPI resource provides an overview of the ombudsman's approach to some of the common issues raised in disputes about payment protection insurance (PPI).
Published 26/05/2019 Last updated 18/12/2025
Diversity, inclusion and wellbeing report 2022
About us / Our Board of Directors / Our values
Read our annual diversity, inclusion and wellbeing report for 2022.
Published 28/02/2023 Last updated 18/01/2024
Time limits for businesses
Business / How to settle complaints
Read about how time limits affect whether we can help with a complaint.
Published 22/02/2019 Last updated 17/06/2026
Valuations and surveys
Business / How to settle complaints / Our approach to resolving complaints / Mortgages
Do you deal with customer complaints about valuations and surveys for a mortgage lender or broker?
Published 12/06/2019 Last updated 26/03/2025
Mis-sold travel insurance
Business / How to settle complaints / Our approach to resolving complaints / Insurance / Travel insurance
Information for financial businesses about how we resolve complaints about mis-sold travel insurance.
Published 15/03/2019 Last updated 16/02/2023