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The business won’t repair my hire-purchase phone
Decisions and case studies / Case studies
Bella contacted us about the mobile phone she’d taken on a hire-purchase agreement.
Published 01/06/2019 Last updated 11/07/2025
Consumer tell us the travel company they used to book their holiday has stopped trading
Decisions and case studies / Case studies
Maliha contacted us while she was on holiday. The travel company she’d booked her family holiday with had stopped trading.
Published 01/06/2019 Last updated 11/07/2025
My insurer said my ear infection was a significant change in health
Decisions and case studies / Case studies
Tom’s insurer said if it had been told about the ear infection, it would’ve charged an extra premium.
Published 01/06/2019 Last updated 14/07/2025
I was in a car accident and now I’m worried because I can’t make my loan payments
Decisions and case studies / Case studies
Catherine contacted her lender to say she’d been in hospital the day her loan was due, and that she’d need more time.
Published 01/06/2019 Last updated 11/07/2025
Financial Ombudsman at ABI annual conference 2022
News
Ombudsman Leader, Rachel Lam, attended the ABI annual conference yesterday to take part in a panel discussion about the UK data landscape. She spoke to attendees about how the Financial Ombudsman service shares data and insight to help prevent complaints arising.
Published 23/02/2022 Last updated 23/02/2022
Financial Ombudsman publishes diversity, inclusion and wellbeing report for 2021
News
Our latest report includes our action plan, our recent external recognition and accreditations, and our gender and ethnicity pay gap data, as well as our staff diversity data.
Published 24/02/2022 Last updated 24/02/2022
We’re updating our complaint form and privacy notice
News
We will be making a number of changes to our complaint form. The changes come into effect from 1 April 2022. Financial businesses, complaints management companies and consumer organisations who keep copies of our form on file should update their records from 1 April when it will be available on our website.
Published 28/03/2022 Last updated 31/03/2022
Financial Ombudsman Service publishes its plans and budget for 2022/23
News
The Financial Ombudsman Service’s plans and budget for 2022/23, published today, sets out our plans to invest in change, reduce the time it takes to resolve cases, to become financially sustainable, and to enable us to deliver a better service for customers.
Published 30/03/2022 Last updated 30/03/2022
Consumer buys a new flight to avoid a 12-hour delay but is told that his policy doesn't cover the cost of the new flight
Decisions and case studies / Case studies
Rion was returning from holiday when his flight was delayed for 12 hours. He paid for a different flight to avoid delaying his return.
Published 01/06/2019 Last updated 11/07/2025
I fell ill on a cruise, but the insurer has rejected my claim for medical expenses
Decisions and case studies / Case studies
Molly tried to make a claim for her medical expenses after she’d fallen ill on her cruise – but the insurer rejected her claim.
Published 01/06/2019 Last updated 11/07/2025
