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Misrepresentation and non-disclosure
Consumer / Complaints we can help with / Insurance
Find out how we can help with complaints about misrepresentation and non-disclosure.
Published 27/09/2022 Last updated 27/09/2022
Guarantor loans
Business / How to settle complaints / Our approach to resolving complaints / Consumer credit
Information for financial businesses about common complaints related to guarantor loans and how we handle them.
Published 01/08/2019 Last updated 08/12/2025
Praise for our work on race equality and inclusion
About us / Data and insight / News
We've been recognised for our work on race equality and inclusion in the workplace by being included in Business in the Community’s Best Employers for Race listing, published today.
Published 30/10/2018 Last updated 27/01/2021
Critical illness cover
Business / How to settle complaints / Our approach to resolving complaints / Insurance / Medical insurance
How we help with complaints about critical illness cover
Published 19/08/2019 Last updated 09/12/2025
Mobile phone and gadget insurance
Consumer / Complaints we can help with / Insurance
Find out how we can help if you have a complaint about mobile phone and other gadgets insurance.
Published 25/07/2022 Last updated 28/07/2022
Settling home insurance claims
Consumer / Complaints we can help with / Insurance / Home and buildings insurance
How we can help if you have a complaint about settling a home insurance claim.
Published 03/07/2023 Last updated 31/07/2023
Complaints involving the Consumer Duty
Business / How to settle complaints / Our approach to resolving complaints
The Consumer Duty introduced higher standards of conduct for financial firms and we'll consider it, where relevant, when investigating cases.
Published 13/12/2024 Last updated 13/12/2024
Buy-to-let mortgages
Business / How to settle complaints / Our approach to resolving complaints / Mortgages
Do you deal with complaints about buy-to-let mortgages for a lender or broker?
Published 26/03/2025 Last updated 05/01/2026
A customer doesn’t account for increases in the value of gold
Business / How to settle complaints / Case studies
We looked into Mohammed's complaint after his wife's bracelet went missing and his insurer wouldn't pay the amount he thought he should get.
Published 07/03/2019 Last updated 11/07/2025
Pre-existing medical conditions
Consumer / Complaints we can help with / Insurance
How we can help with your complaint about a declined insurance claim due to a pre-existing medical condition.
Published 05/07/2023 Last updated 30/01/2026