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My insurer didn't think there was a "medical necessity" to cut short my holiday
Decisions and case studies / Case studies
Heather's insurer agreed to pay the cost of any necessary medical treatment Heather received while abroad, but didn’t think there was any 'medical necessity' for her to curtail her holiday.
Published 01/06/2019 Last updated 11/07/2025
Complaints about PayPal
News
PayPal (Europe) S.ar.l. et Cie, S.C.A (PayPal) is withdrawing from the Financial Ombudsman Service’s voluntary jurisdiction with effect from 1 December 2022. There will be an impact on the types of complaint we will be able to consider about PayPal.
Published 20/05/2022 Last updated 20/05/2022
Ombudsman News 172
News
Welcome to the latest edition of Ombudsman News. In this edition, we share news of our new Chief Executive and Chief Ombudsman, and outline the Discussion Paper we published earlier this month about possible changes to our future funding model.
Published 29/06/2022 Last updated 29/06/2022
Financial Ombudsman Service appoints Deputy Chief Ombudsman and Chief Operating Officer
News
The Financial Ombudsman is announcing the appointments of James Dipple-Johnstone to the role of Deputy Chief Ombudsman and Karl Khan as Chief Operating Officer.
Published 18/07/2022 Last updated 18/07/2022
Financial Ombudsman Service helps customers with insurance pricing complaints
News
Complaints down but customers continue to report changes to premiums may be unfair.
Published 20/07/2022 Last updated 20/07/2022
We’ve published our complaints data from the first half of 2022
News
Today we’ve published data showing the number of complaints we received about individual businesses between 1 January and 30 June 2022.
Published 22/09/2022 Last updated 22/09/2022
Consumer complains when insurer only pays 60% of claim because she did not disclose a previous burglary
Decisions and case studies / Case studies
Francis complains after her insurer paid out less than she'd been expecting following a burglary.
Published 06/06/2019 Last updated 11/07/2025
‘My insurer wanted me to use a private hospital 40 miles from my house, even though there was a hospital only six miles away’
Decisions and case studies / Case studies
Rohan contacted us when his insurer insisted that he use a hospital 40 miles away from home.
Published 08/06/2019 Last updated 11/07/2025
Ombudsman News 178
News
Welcome to the latest edition of Ombudsman News. In this edition we highlight that our plans and budget consultation for 2023/24 closes soon, but there is still time to respond. We also share our latest blog about helping to resolve complaints from small businesses.
Published 19/01/2023 Last updated 10/03/2023
Customer bought a phone from an online auction site
Decisions and case studies / Case studies
Paul agreed to buy an iPhone 8 for £300 through an online auction site. When it came to payment the seller asked that Paul make a bank transfer rather than using the auction site’s recommended payment channel, as they said it was quicker and there wouldn’t be any fees to pay.
Published 10/06/2019 Last updated 14/07/2025
