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Our diversity, inclusion and wellbeing report 2020
News
We’ve published our diversity, inclusion and wellbeing report 2020.
Published 12/03/2021 Last updated 12/03/2021
Customer surprised to be unable to withdraw funds
Decisions and case studies / Case studies
A customer brought her complaint to us after the business told her she couldn’t withdraw funds. We investigated to find out whether it was made clear that the fund was subject to a deferral period.
Published 04/06/2019 Last updated 11/07/2025
Ombudsman News 159
News
Welcome to the latest Ombudsman News. In this edition, we highlight some of the key features of our plans and budget for 2021/22, following our consultation in December 2020.
Published 31/03/2021 Last updated 16/02/2023
Ombudsman News 160
News
Welcome to the latest Ombudsman News. In this edition we give an update on the appointment of our interim chief ombudsman and new board members – and highlight some new content on our website looking at complaints involving economic and domestic abuse.
Published 06/05/2021 Last updated 06/05/2021
Whole-of-life policy reviewed and changed without customer's knowledge
Decisions and case studies / Case studies
Our investigation found that the business had notified the customer, but due to having an old address, she didn’t receive the letter. She also claimed she was unaware of plan reviews, but the evidence suggested otherwise.
Published 04/06/2019 Last updated 11/07/2025
Financial Ombudsman Service publishes annual complaints data 2020/21
News
The Financial Ombudsman Service has published its annual complaints data for the 2020/21 financial year (April 2020-March 2021) with commentary and insight.
Published 25/05/2021 Last updated 26/05/2021
Ombudsman News 164
News
Welcome to Ombudsman News. In this edition, we share an overview of our latest complaints data, including detail on some of the trends seen in the first quarter of the 2021/22 financial year.
Published 24/09/2021 Last updated 24/09/2021
Consumer complains that the definition of ‘accident’ in his policy means his claim is unfairly turned down
Decisions and case studies / Case studies
Colin complained to us because his insurer declined his personal accident claim.
Published 01/06/2019 Last updated 11/07/2025
Ombudsman News 165
News
Welcome to Ombudsman News. In this edition, we share detail about our refreshed guidance for making awards of compensation for distress and inconvenience. We also highlight our consultation about temporary changes to reporting the outcomes for certain complaints.
Published 14/10/2021 Last updated 14/10/2021
Financial Ombudsman sees 30% increase in “authorised” scam complaints
News
Data shows too many scam victims are not being treated fairly by banks.
Published 24/11/2021 Last updated 29/11/2021
