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Consumer questions third party driver's injury claim
Decisions and case studies / Case studies
Fran was suspicious of the injury claim made by a third party. We found the insurer had taken reasonable steps to assess that claim.
Published 31/05/2019 Last updated 11/07/2025
Caroline Wayman speaks at ABI annual conference 2021
News
Chief ombudsman & chief executive, Caroline Wayman, attended the ABI annual conference yesterday to take part in a panel discussion on the strategic and reputational challenges for insurance and long-term savings in 2021.
Published 24/02/2021 Last updated 20/03/2021
Quarterly complaints data: Q3 2025/26
Data and insight / Our insight
Data showing the complaints we received about different financial products between October and December 2025.
Published 05/02/2026 Last updated 05/02/2026
Alan believed he’d been mis-sold a risky investment
Decisions and case studies / Case studies
Alan approached an investment company who categorised him as having an adventurous attitude to risk and advised him to invest accordingly.
Published 04/06/2019 Last updated 17/03/2026
We’ve published our latest complaints data about products and individual businesses
News
We’ve published data showing number of complaints we received between 1 October and 31 December 2020, and how many complaints we received about individual businesses between July and December 2020.
Published 02/03/2021 Last updated 02/03/2021
Embracing AI’s transformational impact on consumer complaints
Data and insight / Our insight
Our Chief Operating Officer, Marc Harris looks at how AI is impacting customer complaints, questions and experiences.
Published 27/03/2026 Last updated 01/04/2026
Misunderstanding over trade quote leaves Frank with £2,500 debt
Decisions and case studies / Case studies
Frank asked for our help when a costly misunderstanding with a spread-betting firm resulted in a £2,500 loss.
Published 15/07/2019 Last updated 17/03/2026
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
Bridey couldn't withdraw funds from her investment
Decisions and case studies / Case studies
When she contacted the business, it told her the cash wasn't available and it didn't know when it would be.
Published 04/06/2019 Last updated 17/03/2026
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