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An insurer doesn’t make their exclusions clear enough
Decisions and case studies / Case studies
When Fiona tried to claim for her stolen car, the insurer said she’d been reckless in leaving her keys in the car and they wouldn’t pay out.
Published 22/06/2019 Last updated 14/07/2025
Insurer makes admin mistakes which led to unreasonable delays
Decisions and case studies / Case studies
Andrew complains about the time taken to repair his car and the quality of the repair.
Published 22/06/2019 Last updated 14/07/2025
Insurer fails to arrange courtesy car during a long delay
Decisions and case studies / Case studies
Christine complains after her insurer took nearly 6 months to repair her car.
Published 22/06/2019 Last updated 14/07/2025
Charges for professional representatives detailed for the first time in new ombudsman service consultation
News
Today we set out our proposed changes to our fee structure, following the introduction of legislation in Parliament.
Published 23/05/2024 Last updated 23/05/2024
A borrower complains that an agent kept part of her payment
Decisions and case studies / Case studies
Chris came to us when she reportedly gave her lender an overpayment one week. But her payment book only showed the normal repayment amount.
Published 08/07/2019 Last updated 14/07/2025
Ombudsman News 192
News
Welcome to the latest edition of Ombudsman News. In this edition, we highlight our consultation on charging Claims Management Companies and other professional representatives. We also share details of roles we’re currently recruiting for.
Published 27/06/2024 Last updated 27/06/2024
Consumer complains after his insurer reviews his policy and asks him to double his premiums
Decisions and case studies / Case studies
When Randall took out his whole of life policy, he didn't expect anything to change with it. But he came to us when the business reviewed the policy and told him he'd either have to reduce the final payout or double his contributions.
Published 15/07/2019 Last updated 14/07/2025
Abby Thomas speaks at FCA event: The Consumer Duty – one year on
News
Chief Executive and Chief Ombudsman, Abby Thomas, has delivered a keynote speech today to mark the anniversary of the Consumer Duty.
Published 31/07/2024 Last updated 01/08/2024
Consumer is unsatisfied about rejected claim for critical illness cover
Decisions and case studies / Case studies
Jorge came to us when his insurer refused to pay his claim after suffering a heart attack.
Published 16/07/2019 Last updated 14/07/2025
Financial Ombudsman Service outlines top tips to avoid common pension complaints
News
The common pension pitfalls are being highlighted today to mark pensions awareness week and help consumers understand the help that’s available.
Published 11/09/2024 Last updated 11/09/2024
