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Petra faces significant loss after high-risk pension investment advice
Decisions and case studies / Case studies
Petra complained about advice given to her by a regulated independent financial adviser to switch her personal pension plan to a self-invested personal pension (SIPP) and invest in high-risk unregulated collective investment schemes (UCIS).
Published 05/09/2022 Last updated 05/12/2025
My dad is being chased by a debt collector and we don’t know what to do
Decisions and case studies / Case studies
Jon's dad was repeatedly contacted by a debt collector, which was causing him distress as he couldn’t afford the payments they were asking for.
Published 02/11/2022 Last updated 11/07/2025
A consumer says options were not explained when she wanted to exit a hire purchase agreement early because of financial difficulties
Decisions and case studies / Case studies
Judith's financial circumstances had changed, which meant that she was no longer able to make the payments on a hire purchase agreement.
Published 02/11/2022 Last updated 14/07/2025
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
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