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Ole was surprised by a mortgage early repayment charge 

Decisions and case studies / Case studies

An early repayment charge was left off Ole’s redemption statement, leaving him short of funds to buy his new home.

Published 14/06/2019    Last updated 16/01/2026

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

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

StepChange’s Connected 2024 conference: full speech from Abby Thomas 

Data and insight / Our insight

Abby delivered a keynote speech at StepChange’s Connected 2024 conference. She spoke about the role of the Financial Ombudsman Service and the complaints we see about credit and debt.

Published 27/11/2024    Last updated 02/01/2026

Annual review 

Who we are / Governance and funding / Annual reports and accounts

Our annual review for 2018/19 gives detail about our progress against our strategic aims and objectives.

Published 01/06/2020    Last updated 02/01/2026

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 23/01/2026

Compensation for investment complaints 

For businesses / Resolving a complaint / Understanding compensation

Working out compensation when handling complaints about investments

Published 12/11/2019    Last updated 28/01/2026

Home 

The Financial Ombudsman Service is a free, fair and easy-to-use service that settles complaints between consumers and businesses that provide financial services.

Published 14/02/2019    Last updated 04/02/2026

Data and insight 

We regularly publish information and insight about the complaints we see. We share our insight to help people who are interested in financial complaints and how to settle them, understand our approach and learn from the cases we’ve resolved.

Published 13/02/2019    Last updated 05/02/2026

Media centre 

On this page, you'll find our latest press releases, our press team contact details, our media library and how you can request for a speaker.

Published 26/06/2019    Last updated 05/02/2026