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Helping small businesses resolve complaints
Data and insight / Our insight
In our blog, we share some of the work of our small business team over the last three years. The team resolve complaints across a wide range of commercial products and services. We also outline some of the ways we share insight and engages with stakeholders.
Published 12/01/2023 Last updated 12/01/2023
Claim about cracking in a garage rejected due to questions about the definition of 'sudden'
Decisions and case studies / Case studies
Reggie found cracking in his garage and wanted to claim on his accidental damage insurance - but his insurer decline to pay. This was based on their definition of 'sudden' damage. He asked us to look into his claim to make sure their decision was right.
Published 08/03/2019 Last updated 11/07/2025
Women in IT and the Financial Ombudsman Service
Data and insight / Our insight
Our CIO, Nicola Wadham celebrates women in computer technology and explains why diversity is so important at the Financial Ombudsman.
Published 27/04/2023 Last updated 27/04/2023
Tackling complaints about discrimination
Data and insight / Our insight
In this blog, Lauren looks at the types of discrimination complaints people refer to us, how financial businesses should approach them and how we can help. And highlights our new guidance notes to help financial services firms understand how we approach and resolve complaints about discrimination.
Published 16/05/2023 Last updated 23/05/2023
Consumer adviser workshop
News
We run training days across the UK for people who give free advice to consumers - so we can hear about what you're seeing day-to-day and answer your questions about what we do, how we work, and how we can help.
Published 14/06/2019 Last updated 27/01/2021
Escape of water claims in unoccupied properties
Data and insight / Our insight
Following the cold snap in December 2022, our Business Support Hub saw a rise in enquiries from insurers about ‘escape of water’ claims in unoccupied properties. James Clements – Head of Operational Contact – answers the five most common questions we've been hearing about claims for such leaks.
Published 26/05/2023 Last updated 26/05/2023
Smaller business workshop
News
A free, practical afternoon workshop for smaller businesses covered by the Financial Ombudsman Service.
Published 27/06/2019 Last updated 27/01/2021
What does the Consumer Duty mean for resolving financial complaints?
Data and insight / Our insight
Abby gave a speech at the Consumer Duty Implementation Summit, organised by City & Financial Global, on 20 June 2023.
Published 28/06/2023 Last updated 28/06/2023
We've won the Working Families Best Practice Award for 'Mental Health and Wellbeing'
News
We’ve been recognised for our wide range of mental health activities and communication to de-stigmatise mental health.
Published 28/06/2019 Last updated 27/01/2021
Ceiling collapse caused by insured event, but insurer still declines claim
Decisions and case studies / Case studies
A concealed leak was to blame for the damage caused to Beatrice's kitchen, but her insurer said it wasn’t covered because of a policy exclusion.
Published 14/03/2019 Last updated 11/07/2025
