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Jorge’s insurer declines his critical illness claim
Decisions and case studies / Case studies
Jorge was disappointed to discover that his heart attack wasn’t severe enough for his critical illness policy.
Published 16/07/2019 Last updated 17/03/2026
Financial Ombudsman Service outlines top tips to avoid common pension complaints
News
The common pension pitfalls are being highlighted today to mark pensions awareness week and help consumers understand the help that’s available.
Published 11/09/2024 Last updated 11/09/2024
Customer complains about unsatisfactory roof blinds
Decisions and case studies / Case studies
Rosie got in touch with us when the roof blinds she ordered were not fit for purpose, and the business wouldn’t give her a refund.
Published 20/08/2019 Last updated 09/12/2025
Complaints jump by 40% year on year
News
The number of financial complaints we received in the first half of 2024 rose by over 40%.
Published 24/10/2024 Last updated 24/10/2024
Sean faces a withdrawal charge for transferring between ISAs
Decisions and case studies / Case studies
When Sean transferred money to a Lifetime ISA, he didn't expect to pay for a withdrawal because it was less than 12 months old. .
Published 03/09/2019 Last updated 17/03/2026
Misunderstanding credit protection could cost consumers thousands
News
Not understanding the rules around ‘Section 75’ claims could affect consumers’ chances of getting their money back.
Published 23/10/2024 Last updated 23/10/2024
Shelby says her bank’s Lifetime ISA instructions are unclear
Decisions and case studies / Case studies
Shelby thought she had opened a Lifetime ISA online, but then discovered it was a general savings account.
Published 03/09/2019 Last updated 17/03/2026
Delays in portfolio transfer caused Chris significant distress
Decisions and case studies / Case studies
After losing his husband, Doug, Chris faced delays and errors in transferring Doug's portfolio into his name, causing both financial and emotional strain.
Published 12/10/2021 Last updated 17/03/2026
Consumer brings complaint after bank refuses to refund lost money taken from him
Decisions and case studies / Case studies
Jamal came to us for help after he lost £50,000 over nine months. He said this was due to a third party and his bank had said it wouldn't refund him. Jamal thought this was unfair, and said the problem had had a significant impact on his physical and mental health.
Published 12/10/2021 Last updated 14/07/2025
Consumer complains about distress from credit company over outstanding balance
Decisions and case studies / Case studies
Christine got in touch because even though she'd taken the right steps to "shelve" her credit card debt, she says the way her credit card provider dealt with her on several calls had led to a severe downturn in her mental health. She felt her provider should pay her £10,000 compensation for her distress.
Published 12/10/2021 Last updated 14/07/2025