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Our plans for 2018/19
News
Today we’ve published our plans for the financial year 2018/2019, following formal consultation with our stakeholders.
Published 28/03/2018 Last updated 27/01/2021
The Technical Desk has become the Business Support Hub
Data and insight / Our insight
The Financial Ombudsman Service resolves disputes between financial businesses and consumers in a fair and reasonable manner. But did you know that we also help financial businesses settle issues with customers before a formal complaint reaches us?
Published 20/02/2023 Last updated 20/02/2023
Insurer unfairly points to policy exclusion for damaged jewellery
Decisions and case studies / Case studies
Whilst he was doing some washing up, Pietro damaged a ring he was wearing. When he tried to claim, his insurer said that the damage was from wear and tear. Pietro asked us to step in and help.
Published 08/03/2019 Last updated 11/07/2025
Promoting diversity, inclusion and wellbeing
Data and insight / Our insight
This International Women’s Day, Abby Thomas, our Chief Executive and Chief Ombudsman, reflects on what equality and diversity mean for our staff and customers.
Published 08/03/2023 Last updated 08/03/2023
Ombudsman News issue 147 - dealing with debt
News
In 2018, we dealt with around 3,300 enquiries about debt collection and took on over 1,000 new complaints for investigation.
Published 05/02/2019 Last updated 10/06/2019
Our comment on Which?'s IT problems research
News
Which? have published research estimating that 7 million people were unable to use their payment card due to IT problems in the past year.
Published 13/06/2019 Last updated 27/01/2021
We’re extending the trial of our ‘proactively settled’ complaint category to 2024
Data and insight / Our insight
After temporarily introducing a ‘proactively settled’ complaint category, we’re now trialling its permanent implementation.
Published 16/05/2023 Last updated 12/06/2024
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
