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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
Policy excess and limits
For businesses / Complaints we deal with / Insurance / Travel insurance
Information for financial businesses about how we deal with complaints about travel insurance policy excesses and limits.
Published 15/03/2019 Last updated 16/02/2023
