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Our insurer is charging us too much for our baggage claim
Decisions and case studies / Case studies
Karen and Belinda were on holiday when their suitcase went missing. They contacted us to complain about the policy excess applied to their insurance claim.
Published 01/06/2019 Last updated 11/07/2025
Sut mae cwyno
Cymraeg
Mae dod â chwyn at ein sylw’n syml ac ni fydd yn costio dim i chi. Mae'r dudalen hon yn esbonio sut y gallwch wneud cwyn am fusnes ariannol, ac yn rhoi amlinelliad o’n proses.
Published 08/06/2019 Last updated 03/11/2020
'The valuation was too low, and now I can't get the mortgage I need'
Decisions and case studies / Case studies
We look at Terry’s complaint about the valuation of a property he wanted to buy, which was carried out by an independent surveyor.
Published 17/06/2019 Last updated 11/07/2025
Flybe entering administration
News
We’re aware of news reports that the airline Flybe has entered administration.
Published 05/03/2020 Last updated 10/02/2023
Annual increase to our award limits
News
The Financial Conduct Authority (FCA) has confirmed the annual increase to our award limits.
Published 23/03/2020 Last updated 20/02/2023
British Steel Pension Scheme
For consumers / Complaints we can help with / Pensions and annuities / Transfers from workplace pensions and the ‘Pension Review’ - information for consumers
Do you have a complaint about the financial advice you received regarding the British Steel Pension Scheme?
Published 10/08/2020 Last updated 23/01/2025
Guest house owner complains when her bank wouldn't grant her a payment holiday
Decisions and case studies / Case studies
Claire came to us after her bank had turned her down for a mortgage payment holiday because of Covid-19.
Published 23/09/2020 Last updated 11/07/2025
Other complaint-handling organisations
For consumers / Complaints we can’t help with
This page lists other complaint-handling organisations, including other ombudsman schemes, who may be able to help if we can’t look into your complaint.
Published 13/08/2021 Last updated 13/01/2025
The Independent Assessor’s Terms of Reference
Who we are / Our customer service / Complaints about our service / About the Independent Assessor
The Independent Assessor reviews complaints about the level of service provided by the Financial Ombudsman Service. On this page you'll find the Independent Assessor's terms of reference, that set out her remit and how she carries out a review.
Published 28/02/2022 Last updated 23/10/2024
Our strategy: Reporting on our strategic measures 2021/22
Who we are / Our strategy
How we performed in 2021/22 for our 2020 strategy, against the challenges we faced.
Published 19/05/2022 Last updated 28/06/2023
