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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
A borrower tells us she was provided with a loan she couldn't afford
Decisions and case studies / Case studies
Sally had taken out a loan and repaid it over 36 months. But she found the repayments difficult to keep up with. She came to us to investigate as she felt it was unaffordable.
Published 08/07/2019 Last updated 09/12/2025
A guarantor says they are unfairly being asked to make the payments when the borrower didn't
Decisions and case studies / Case studies
Paul and Joe refer their complaint to us after Paul’s lender persistently contacted Joe as the guarantor when Paul couldn’t make the repayments.
Published 10/07/2019 Last updated 09/12/2025
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 has a family bereavement in the six-month time limit
Decisions and case studies / Case studies
Emily complained to us after the six-month time limit. Her mother had died shortly before the time limit expired and this clearly counted as exceptional circumstances.
Published 17/01/2022 Last updated 14/07/2025
George missed complaint deadline about early repayment charge
Decisions and case studies / Case studies
George sent us a complaint about his mortgage lender after the time limit had expired. He’d found the lender’s response letter intimidating.
Published 17/01/2022 Last updated 16/01/2026
A director refers her complaint to our service several months after our time limit
Decisions and case studies / Case studies
Joan sends us her complaint about her company’s bank several months after our time limit.
Published 17/01/2022 Last updated 11/07/2025
Consumer complains about the increase of her premiums in her home insurance policy
Decisions and case studies / Case studies
Jenny got in touch when she noticed her premium had increased each year on her home insurance policy after renewing it ten years ago.
Published 28/03/2025 Last updated 11/07/2025
Consumer complains about a pricing mistake made on their insurance policy
Decisions and case studies / Case studies
Hassan contacted us after noticing a price increase on his motor insurance policy.
Published 16/12/2021 Last updated 09/12/2025