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I’m taking out payday loan after payday loan – and I can’t get out of my debt
Decisions and case studies / Case studies
Orla asked us to step in when her payday lender refused to help her with her debts.
Published 21/06/2019 Last updated 14/07/2025
Ben couldn't afford the increased bank charges on his overdraft
Decisions and case studies / Case studies
Ben’s bank changed the way they were applying charges to his overdraft. This meant he ended up paying much more to service his debt.
Published 20/06/2019 Last updated 05/01/2026
Ombudsman News 185
News
Welcome to the latest edition of Ombudsman News. In this edition we highlight our latest blog which outlines ways of working with us during the complaint-handling process, and the support and resources we offer. We also share our latest data, covering complaints about financial businesses from the first half of 2023.
Published 24/10/2023 Last updated 24/10/2023
Josh’s complaint about a bank error and a wrongly bounced cheque
Decisions and case studies / Case studies
Josh, the owner of an industrial unit, asked us to review his case after a banking error disrupted his business operations and cash flow.
Published 21/06/2019 Last updated 10/12/2025
Customer complains - but lender says it's too late
Decisions and case studies / Case studies
Aleksei took out an interest-only mortgage in 2001. In 2014 he complained that he didn’t have a way of repaying it.
Published 21/06/2019 Last updated 14/07/2025
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