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Zika virus
Consumer / Complaints we can help with / Insurance / Travel insurance
How we can help with your complaint if your insurance doesn’t cover cancellations due to concerns about the Zika virus.
Published 21/06/2019 Last updated 28/01/2021
Critical illness cover
Consumer / Complaints we can help with / Investments
Find out how we can help if you have a complaint about critical illness cover.
Published 05/08/2019 Last updated 12/02/2026
Bank accounts: right of set-off
Business / How to settle complaints / Our approach to resolving complaints / Banking and payments
How we deal with complaints about a bank taking money from one account to pay a customer’s debt somewhere else.
Published 05/04/2019 Last updated 26/01/2021
Reporting against our strategic measures 2022/23
About us / How we're governed and funded / Our strategy
How we performed in 2021/22 for our 2020 strategy, against the challenges we faced.
Published 28/06/2023 Last updated 28/06/2023
Unauthorised payments and identity theft
Consumer / Complaints we can help with / Fraud and scams
Have you lost money to someone who used your card or bank details without your permission, stole your identity or a cheque?
Published 07/10/2024 Last updated 02/04/2026
Savings endowments
Business / How to settle complaints / Our approach to resolving complaints / Investments
Are you handling customer complaints about savings endowments?
Published 28/05/2019 Last updated 11/06/2026
Our jurisdiction to consider complaints
Business / How to settle complaints
Read more about the rules that set out our jurisdiction to consider complaints.
Published 03/07/2023 Last updated 17/06/2026
Case fees
Business / How to settle complaints
Find out about case fees and when you need to pay them.
Published 19/02/2019 Last updated 17/06/2026
Work of the Financial Ombudsman Service: inclusion and vulnerability
Business / How to settle complaints / Data and insight
Rachel Lam, our Interim Ombudsman Managing Director, writes about supporting vulnerable customers in financial services.
Published 27/05/2026 Last updated 28/05/2026
Calculating interest on awards
Business / How to settle complaints / Paying compensation
Learn how to calculate interest based on the time-weighted average of the Bank of England base rate plus one percentage point.
Published 17/03/2026 Last updated 27/05/2026