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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
How to help consumers if they have problems with goods and services
Data and insight / Our insight
From the complaints that we’ve seen, we know that consumers aren’t always aware of the rights and protection available when using plastic cards and credit.
Published 02/08/2023 Last updated 25/08/2023
Consumer refuses replacement car and claim is rejected
Decisions and case studies / Case studies
When Tarik’s car was written off, he thought he could opt for the money instead of a taking replacement car, but his GAP insurer wouldn’t meet his claim.
Published 18/03/2019 Last updated 11/07/2025
How financial businesses should work with us to resolve complaints
Data and insight / Our insight
In this blog, Deputy Chief Ombudsman, James Dipple-Johnstone, sets out why it's critical that financial firms and claims management companies (CMCs) are aware of what to do when a complaint is referred to our service – and highlights the support we provide to assist with good complaint handling.
Published 17/10/2023 Last updated 12/06/2024
