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Pensions transfers 

For consumers / Complaints we can help with / Pensions and annuities

Did you transfer funds from one personal pension to another because of poor pensions advice?

Published 24/10/2019    Last updated 14/10/2024

How long it takes 

For consumers / What to expect

Find out more about how long you can expect it to take once you've sent us your complaint.

Published 02/01/2020    Last updated 12/06/2024

Covid-19 (coronavirus) 

For businesses / Complaints we deal with

This page contains operational information about our service, and detail that might be helpful for financial businesses about our approach to complaints caused or affected by Covid-19 (coronavirus).

Published 26/03/2020    Last updated 04/06/2025

Unoccupied properties 

For consumers / Complaints we can help with / Insurance / Home and buildings insurance

How we can help if you’ve got a complaint about home insurance and your property being unoccupied.

Published 06/03/2019    Last updated 16/10/2023

Our jurisdiction to consider complaints 

For businesses / Resolving a complaint

This page provides information for financial businesses, summarising our jurisdiction to consider complaints and what to do if they think a complaint we have been asked to investigate by a customer is outside of our jurisdiction.

Published 03/07/2023    Last updated 03/07/2023

Fraud markers 

For consumers / Complaints we can help with / Fraud and scams

Do you feel you’ve been unfairly or wrongly placed on a fraud prevention database, or that your details were shared with a fraud prevention agency?

Published 07/10/2024    Last updated 07/10/2024

Compensation 

For consumers / What to expect

How we can help put things right if a financial business has made a mistake or treated you unfairly.

Published 13/02/2019    Last updated 03/04/2025

Legal information 

The legal position on the information on our website and in our emails.

Published 13/02/2019    Last updated 23/08/2022

Missed departure, delay and abandonment 

For consumers / Complaints we can help with / Insurance / Travel insurance

How we can help with complaints about missed departure, delay and abandonment.

Published 13/03/2019    Last updated 22/07/2024