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Keith loses better rate over fixed-term mortgage notice timing 

Decisions and case studies / Case studies

Keith claimed his lender’s late notice on his fixed-term end date cost him a chance to secure a better interest rate.

Published 01/02/2024    Last updated 15/01/2026

Following a theft, Ellis claimed on his business protection insurance 

Decisions and case studies / Case studies

Electrical equipment disappeared from a construction site, although it seemed too heavy to move. But had Ellis done enough to reduce the risk of loss?

Published 30/04/2024    Last updated 11/07/2025

Maureen felt pressured into buying life assurance while grieving 

Decisions and case studies / Case studies

Maureen took out two life policies just after her husband passed away, when she didn’t feel ready to make financial decisions.

Published 28/04/2025    Last updated 11/07/2025

The lender sold Helen's property to clear her buy-to-let mortgage debt 

Decisions and case studies / Case studies

But after two auctions and several buyers dropping out, the property was sold for less than Helen thought it was worth.

Published 11/07/2025    Last updated 11/07/2025

Melanie’s current account switch didn't go as smoothly as she expected 

Decisions and case studies / Case studies

Melanie moved her bank account after seeing a current account switch offer with an attractive financial reward – and a set of conditions.

Published 10/12/2025    Last updated 10/12/2025

How we handle complaints 

For businesses / Resolving a complaint

Information for financial businesses about our case-handling process, including what to send us and the stages of our investigation.

Published 22/02/2019    Last updated 11/05/2026

Quarterly complaints data: Q4 2025/26 

Data and insight / Our insight

Our complaints data on financial products and services between January and March 2026.

Published 21/05/2026    Last updated 21/05/2026

Board meeting minutes 

Who we are / Governance and funding

Download minutes from our board meetings.

Published 04/03/2019    Last updated 02/06/2026

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 05/06/2026

How to complain 

For consumers

Find out how to bring your complaint to us, and how we can help.

Published 13/02/2019    Last updated 05/06/2026