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Published 13/02/2019 Last updated 27/01/2021
Insurer doesn't give enough information on using online valuation calculator
Decisions and case studies / Case studies
Janina got in touch with us when her insurer wouldn't pay on her claim. This was after she had taken their advice on using an online valuation calculator.
Published 07/03/2019 Last updated 11/07/2025
Storm damage
For businesses / Complaints we deal with / Insurance / Home and buildings insurance
Information for financial businesses about what to do when a customer is unhappy about a storm damage claim.
Published 07/03/2019 Last updated 18/12/2025
Marine insurance
For businesses / Complaints we deal with / Insurance
Information for financial businesses about how we deal with complaints about marine insurance.
Published 19/03/2019 Last updated 31/07/2023
Private medical and dental insurance claims
For businesses / Complaints we deal with / Insurance / Medical insurance
Information for financial businesses about how we deal with complaints about private medical insurance and dental insurance.
Published 21/06/2019 Last updated 03/07/2023
Personal accident insurance
For businesses / Complaints we deal with / Insurance / Medical insurance
Information for financial businesses about how we deal with complaints about claims issues and mis-sold personal accident insurance.
Published 01/04/2019 Last updated 08/12/2025
Our approach to Payment Protection Insurance (PPI) mis-sale complaints
For businesses / Complaints we deal with / PPI / An overview of the ombudsman's approach
Our approach to Payment Protection Insurance (PPI) mis-sale complaints
Published 25/05/2019 Last updated 22/08/2023
Whole-of-life policies
For businesses / Complaints we deal with / Investments
Do you deal with customer complaints about whole-of-life policies?
Published 01/06/2019 Last updated 08/12/2025
Payment Protection Insurance (PPI) case studies
For businesses / Complaints we deal with / PPI / An overview of the ombudsman's approach
A range of case studies showing how we look at complaints about how PPI was sold.
Published 26/05/2019 Last updated 16/02/2023
Keith complains after e-money business reverses ticket payment
Decisions and case studies / Case studies
Keith needed help after an e-money business reversed a payment related to a concert ticket sale, leaving him out of pocket.
Published 31/05/2019 Last updated 10/12/2025