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Ombudsman News 165
News
Welcome to Ombudsman News. In this edition, we share detail about our refreshed guidance for making awards of compensation for distress and inconvenience. We also highlight our consultation about temporary changes to reporting the outcomes for certain complaints.
Published 14/10/2021 Last updated 14/10/2021
Financial Ombudsman sees 30% increase in “authorised” scam complaints
News
Data shows too many scam victims are not being treated fairly by banks.
Published 24/11/2021 Last updated 29/11/2021
A customer was called by someone pretending to be his telephone provider
Decisions and case studies / Case studies
Tom received a call from someone pretending to work for his telephone provider saying he was due a refund. He gave over his card details so he could receive the payment.
Published 10/06/2019 Last updated 09/12/2025
Chantelle transferred money to a fake landlord
Decisions and case studies / Case studies
Chantelle was searching for a studio flat using a free classified advert website. She found a flat that she liked and contacted the person she thought was the landlord.
Published 10/06/2019 Last updated 16/01/2026
Customer bought a phone from an online auction site
Decisions and case studies / Case studies
Paul agreed to buy an iPhone 8 for £300 through an online auction site. When it came to payment the seller asked that Paul make a bank transfer rather than using the auction site’s recommended payment channel, as they said it was quicker and there wouldn’t be any fees to pay.
Published 10/06/2019 Last updated 14/07/2025
Narinder says her dad was vulnerable when he got a lifetime mortgage
Decisions and case studies / Case studies
Narinder believed her father, Mahesh, didn’t fully understand the terms of the lifetime mortgage an equity release company had sold him.
Published 14/06/2019 Last updated 16/01/2026
Financial Ombudsman Service publishes latest complaints data about individual businesses
News
We have published our complaints data about individual businesses for 1 July - 31 December 2022 (H2 2022).
Published 22/03/2023 Last updated 15/06/2023
Information for customers of Everyday Lending, Everyday Loans, George Banco and Trust Two
News
We are aware that a scheme of arrangement is being proposed for creditors of Everyday Lending Limited, which will also include customers of Everyday Loans, George Banco and TrustTwo.
Published 30/03/2023 Last updated 27/06/2023
Financial Ombudsman Service publishes its Plans and Budget for 2023/24
News
The Financial Ombudsman Service has published its Plans and Budget for 2023/24 which sets out our ambitions for the next financial year.
Published 31/03/2023 Last updated 15/06/2023
Kevin struggled to pay his mortgage after falling ill
Decisions and case studies / Case studies
Kevin complained about the fees his mortgage lender charged him when he struggled to meet his repayments after falling ill.
Published 14/06/2019 Last updated 16/01/2026