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‘My insurer wouldn’t pay for my breast reduction surgery because they said it was a cosmetic treatment’
Decisions and case studies / Case studies
Leila’s insurer declined her claim for breast reduction surgery she made through her private medical insurance policy. The insurer said cosmetic treatments such as Leila’s surgery weren’t covered under the policy terms.
Published 08/06/2019 Last updated 11/07/2025
British Steel pension redress scheme legal challenge
News
The Financial Conduct Authority (FCA) has released a statement about a legal challenge to the redress scheme for former British Steel Pension Scheme (BSPS) members.
Published 20/01/2023 Last updated 20/01/2023
Customer was told she needed to pay a tax bill – or face arrest
Decisions and case studies / Case studies
Grace was at home with her two young children. Her husband was working abroad at the time. She received a call from someone saying they were from HMRC and she needed to pay a tax bill or she would be deported and a warrant for her arrest would be issued.
Published 10/06/2019 Last updated 09/12/2025
Baroness Manzoor CBE reappointed Chair of the Financial Ombudsman Service
News
The Financial Conduct Authority (FCA), with the approval of the Treasury, has reappointed Baroness Manzoor CBE as Chair of the Financial Ombudsman Service.
Published 30/01/2023 Last updated 30/01/2023
Financial Ombudsman Service publishes its latest quarterly complaints data
News
The Financial Ombudsman Service has published its complaints data on financial products for October – December 2022 (Q3).
Published 15/02/2023 Last updated 15/06/2023
Advice for consumers impacted by Flybe entering administration
News
We are aware of the recently announced news that Flybe has gone into administration.
Published 10/02/2023 Last updated 10/02/2023
Diversity, inclusion and wellbeing: our progress in 2022
News
Financial Ombudsman Service publishes report on diversity, inclusion and wellbeing for 2022.
Published 28/02/2023 Last updated 28/02/2023
Angus was unhappy about being asked to pay an early repayment charge
Decisions and case studies / Case studies
Angus wanted to transfer his mortgage but couldn't. He had to switch mortgages and pay an early repayment charge instead.
Published 14/06/2019 Last updated 16/01/2026
We're consulting on proposed changes to reporting business-specific complaints data
News
We've published a consultation on proposed amendments to the way we report business-specific complaints data.
Published 06/03/2023 Last updated 15/06/2023
Bob and Sue believed they'd been mis-sold a lifetime mortgage
Decisions and case studies / Case studies
After talking with family, Bob and Sue decided their lifetime mortgage wasn't right for their financial needs.
Published 14/06/2019 Last updated 16/01/2026