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A customer claims for damage to a property he was only visiting periodically
Decisions and case studies / Case studies
Ken contacted us because he disagreed with his insurer's decision after his property was broken into.
Published 08/03/2019 Last updated 11/07/2025
Consultation opens on our strategic plans and budget for 2019/20
News
Today we published a public consultation about our proposed strategic plans and budget for the financial year 2019/20.
Published 17/12/2018 Last updated 19/05/2021
A new Consumer Duty – setting a higher standard of care for consumers
Data and insight / Our insight
The Financial Conduct Authority (FCA) is introducing a new Consumer Duty that will give consumers a higher level of protection. In this blog, Ombudsman Leader, Simon Rawle, outlines the new Duty and how the Financial Ombudsman Service is working with the regulator and stakeholders during its implementation.
Published 08/08/2022 Last updated 28/06/2023
Property left empty due to owner’s illness but claim still rejected
Decisions and case studies / Case studies
We were asked to look into Zena's rejected claim after a burst pipe caused damage in her home. Her insurer rejected her claim, as they said that she had left her home unoccupied for over a year.
Published 08/03/2019 Last updated 11/07/2025
A warning about scammers
News
We’ve heard that a number of people have recently received calls from scammers claiming to be from the Financial Ombudsman Service.
Published 27/06/2018 Last updated 27/01/2021
Employee seeking legal support for employment tribunal has claim rejected
Decisions and case studies / Case studies
Toby was in a dispute with his employer and after starting tribunal proceedings, he tried to claim for his legal expenses. But his insurer refused to pay.
Published 08/03/2019 Last updated 11/07/2025
Consumer complains when his insurer declined a legal expenses claim during work pension dispute
Decisions and case studies / Case studies
Roger came to us to investigate when his claim for legal expenses was turned down whilst he was pursuing a dispute about his work pension.
Published 08/03/2019 Last updated 11/07/2025
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
