1844 results
Filter by
Consumer unhappy that her lender refused to switch mortgage to interest only after losing her job
Decisions and case studies / Case studies
Linda lost her job as a result of the Covid-19 pandemic. She contacted her mortgage lender and asked if they could arrange some support following the change in her financial circumstances.
Published 09/12/2022 Last updated 14/07/2025
Consumer unhappy mortgage lender refused to extend a reduced payment arrangement
Decisions and case studies / Case studies
Hareem had been unwell and his recovery was taking longer than expected. He was receiving less income due to his reduced working hours, so he contacted his mortgage lender to ask for an extension on his reduced payment plan.
Published 09/12/2022 Last updated 14/07/2025
Consumer complains about impact of underinsurance
Decisions and case studies / Case studies
When Barry made a claim on his buildings insurance following an escape of water, he was unhappy the insurer only agreed to cover 50% of his claim.
Published 19/04/2023 Last updated 11/07/2025
Consumer says insurer unfairly cancelled policy because of incorrect information
Decisions and case studies / Case studies
Stefan made a claim after some bad weather, but his insurer told him that he was underinsured.
Published 20/04/2023 Last updated 11/07/2025
Renata's bank didn't make reasonable adjustments to communications with her
Decisions and case studies / Case studies
Renata asked her bank to make reasonable adjustments when communicating with her, because she has autism. However, the bank failed to do this.
Published 15/05/2023 Last updated 11/07/2025
Sally complains of age discrimination at her bank
Decisions and case studies / Case studies
Sally felt discriminated against on the grounds of age when a bank wouldn’t allow her to apply for a loan. This was because she’d be 75 before the end of the loan term.
Published 15/05/2023 Last updated 11/07/2025
Our values
Who we are
We were set up by Parliament to sort out complaints between financial businesses and their customers in a fair and reasonable way.
Published 13/02/2019 Last updated 28/11/2023
Resolving a complaint
For businesses
An overview for businesses of how complaints are resolved.
Published 13/02/2019 Last updated 14/11/2022
PPI
For consumers / Complaints we can help with
The deadline for submitting new complaints to financial businesses was 29 August 2019, but you may still be able to bring a complaint to us if you’re unhappy with the response you’ve been given.
Published 11/02/2019 Last updated 31/08/2022
Complaints about our service
Who we are / Our customer service
What to do if you're unhappy about the service we've given you.
Published 18/02/2019 Last updated 06/11/2024
