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My lender has said it'll take my car, because I can't afford to repay my logbook loan
Decisions and case studies / Case studies
Renee had her car taken away by her lender when she fell behind with a payment on her logbook loan.
Published 13/03/2019 Last updated 11/07/2025
Couple unaware of ‘preventable’ bedroom water damage
Decisions and case studies / Case studies
Yolanda and Jay contacted us when their insurer rejected their claim for water damage in one of their bedrooms.
Published 14/03/2019 Last updated 11/07/2025
Dealing with complaints about car finance commission
Data and insight / Our insight
We see a range of complaints about car finance agreements – from admin issues to affordability. Increasingly, we’re hearing from customers about the fairness of commission arrangements when they took out a car finance agreement.
Published 31/07/2023 Last updated 31/07/2023
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
Covid-19 (coronavirus)
For consumers / Complaints we can help with
If you've got a complaint or enquiry about how your plans or finances may be affected by Covid-19, we've put together some information to help.
Published 05/03/2020 Last updated 05/06/2025
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
Consumer complains after being told by her insurer that she had to pay for the legal costs
Decisions and case studies / Case studies
Paula complained that her insurers wouldn’t cover the legal costs for a claim she was making.
Published 07/03/2019 Last updated 11/07/2025
Motor insurance
For businesses / Complaints we deal with / Insurance
Information for financial businesses about the complaints we see and how we deal with complaints about motor insurance.
Published 20/03/2019 Last updated 27/06/2023