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Passbooks and dormant accounts
Business / How to settle complaints / Our approach to resolving complaints / Banking and payments
Do you deal with customer complaints about passbooks and dormant accounts?
Published 10/12/2025 Last updated 10/12/2025
Insurer declines storm damage claim because of local wind speeds
Business / How to settle complaints / Case studies
A storm broke Iris’s roof tiles but her insurer said her policy didn’t cover the damage because the wind speed hadn’t been high enough.
Published 07/03/2019 Last updated 25/03/2026
Have you been affected by recent IT issues at RBS, Natwest, Barclays or TSB?
About us / Data and insight / News
We’ve been getting some questions about the recent computer troubles at several banks.
Published 26/09/2018 Last updated 27/01/2021
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Published 02/06/2021 Last updated 17/02/2026
Legal expenses insurance
Consumer / Complaints we can help with / Insurance
Find out how we help resolve complaints about legal expenses insurance.
Published 18/10/2022 Last updated 18/10/2022
Bank outages and IT failures
Business / How to settle complaints / Our approach to resolving complaints / Banking and payments
Do you deal with complaints about how IT failures disrupted your customers’ online or mobile banking?
Published 10/12/2025 Last updated 10/12/2025
A warning about scammers
About us / Data and insight / News
We’ve heard that a number of people have recently received letters from scammers claiming to be from the Financial Ombudsman Service.
Published 19/01/2018 Last updated 27/01/2021
Business protection insurance
Business / How to settle complaints / Our approach to resolving complaints / Insurance
Information for financial businesses on how we deal with complaints about business protection insurance.
Published 30/04/2024 Last updated 08/12/2025
Minaret damage: design fault or storm damage?
Business / How to settle complaints / Case studies
We looked into a complaint from a mosque when their minarets were damaged after a storm, but their insurer denied their claim.
Published 07/03/2019 Last updated 11/07/2025
Awards for distress and inconvenience – what businesses need to know
Business / How to settle complaints / Data and insight
In this blog, our Principal Ombudsman and Director of Investigation explains that we’ve refreshed our guidance on making awards for distress or inconvenience. Our approach hasn’t changed, but our stakeholders tell us that more detailed guidance will help financial businesses and their customers reach a fair
Published 13/10/2021 Last updated 13/10/2021