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‘My insurer wanted me to use a private hospital 40 miles from my house, even though there was a hospital only six miles away’
Decisions and case studies / Case studies
Rohan contacted us when his insurer insisted that he use a hospital 40 miles away from home.
Published 08/06/2019 Last updated 11/07/2025
Ombudsman News 178
News
Welcome to the latest edition of Ombudsman News. In this edition we highlight that our plans and budget consultation for 2023/24 closes soon, but there is still time to respond. We also share our latest blog about helping to resolve complaints from small businesses.
Published 19/01/2023 Last updated 10/03/2023
Scams where you’ve been tricked into making a payment
For consumers / Complaints we can help with / Fraud and scams
Have you been tricked into making a payment or withdrawing money, for example, with a debit or credit card or through bank transfer?
Published 07/10/2024 Last updated 02/04/2026
Our AI principles
Who we are / Our values
This page sets out information about our approach to the use of AI and other similar technology, including how we use AI responsibly and securely.
Published 20/11/2024 Last updated 20/11/2024
Complaints about discrimination
For consumers / Complaints we can help with / Other complaints
Do you feel a financial business has treated differently or unfairly, or discriminated against you?
Published 15/05/2023 Last updated 29/04/2026
Bank account closures
For businesses / Complaints we deal with / Banking and payments
Do you deal with customer complaints about bank account closures? Read about the complaints we see and how we approach them.
Published 05/04/2019 Last updated 11/05/2026
Josie complains she can’t bank or shop online without a mobile
Decisions and case studies / Case studies
Josie's bank introduced checks to protect customers from fraud, which required a mobile phone to verify passcodes when shopping online or banking. She felt her bank had discriminated against her because she did not have a mobile phone due to her disability.
Published 15/05/2023 Last updated 11/07/2025
Harry complained a firm didn't close his trading account to help him stop gambling
Decisions and case studies / Case studies
A consumer asked a business to close his trading account to stop him dealing online. But he was disappointed with what the business did next, so came to us.
Published 30/05/2023 Last updated 09/12/2025
Insurer refers customer to credit hire when it wasn’t suitable
Decisions and case studies / Case studies
Paul complains his insurer referred him to a credit hire service when it wasn’t appropriate to.
Published 27/06/2023 Last updated 11/07/2025
Multiple-occupancy buildings insurance
For consumers / Complaints we can help with / Insurance / Home and buildings insurance
Is your complaint about a multiple-occupancy building insurance (MOBI) policy? See our guidance for freeholders and leaseholders.
Published 19/11/2025 Last updated 29/04/2026