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Staying safe from scams and what to do if you’re caught out
Data and insight / Our insight
We share some detail on how you can protect your personal information, as well as what to do if you think you have been scammed – and how we can help if you have a complaint or don’t think you’ve been treated fairly by a financial business.
Published 27/11/2024 Last updated 07/03/2025
Bank said victim of text message scam was grossly negligent and won't refund lost money
Decisions and case studies / Case studies
Brian contacted us after his bank refused to refund him £7,000 stolen from his account in a text message scam.
Published 05/04/2019 Last updated 11/07/2025
CashEuroNet (QuickQuid)
News
We understand that CashEuroNet, which includes the QuickQuid trading name, is in administration.
Published 25/10/2019 Last updated 27/01/2021
StepChange’s Connected 2024 conference: full speech from Abby Thomas
Data and insight / Our insight
Abby delivered a keynote speech at StepChange’s Connected 2024 conference. She spoke about the role of the Financial Ombudsman Service and the complaints we see about credit and debt.
Published 27/11/2024 Last updated 02/01/2026
Time limits for mortgage endowment complaints
For businesses / Resolving a complaint / Time limits for businesses
Specific time limits that apply for mortgage endowment complaints.
Published 22/02/2019 Last updated 26/01/2021
Extended warranties
For businesses / Complaints we deal with / Insurance
Find out how we deal with complaints about extended warranties.
Published 06/03/2019 Last updated 08/12/2025
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