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Driver reports a scratch on a car as an incident
Business / How to settle complaints / Case studies
Mary told her insurer she had been accused of scratching a car. She was surprised to later discover the insurer had recorded that incident on an external database.
Published 31/05/2019 Last updated 11/07/2025
Ombudsman News 158
About us / Data and insight / News
In this edition, we highlight our latest complaints data, looking at product-specific and business-specific complaints. We also highlight our latest diversity, inclusion and wellbeing report.
Published 12/03/2021 Last updated 12/03/2021
Caroline Wayman to step down as chief ombudsman & chief executive at the Financial Ombudsman Service
About us / Data and insight / News
Caroline Wayman, chief ombudsman & chief executive of the Financial Ombudsman Service is stepping down from the role on 16 April, after 22 years in the service and nearly 7 years as chief executive.
Published 10/03/2021 Last updated 10/03/2021
Daria’s property investment fund’s pricing basis changed
Business / How to settle complaints / Case studies
Daria complained to the business she’d invested with but wasn’t happy with their final response.
Published 04/06/2019 Last updated 17/03/2026
Financial Ombudsman Service sets ambitious targets for case resolution in 2025/26
About us / Data and insight / News
We will address significant demand and improve the efficiency of our case resolution processes, according to plans for the year ahead published today.
Published 03/04/2025 Last updated 03/04/2025
Willis has a packaged bank account opened without permission
Business / How to settle complaints / Case studies
Willis approached us to review his case after his bank denied his claim that his packaged bank account had been opened without his consent.
Published 27/04/2021 Last updated 10/12/2025
Amos complains about fees for a packaged bank account
Business / How to settle complaints / Case studies
Amos found he’d been paying hundreds of pounds for benefits of a packaged bank account that he’d never used, so he came to us for help.
Published 27/04/2021 Last updated 10/12/2025
Financial Ombudsman Service received over 140,000 complaints in the second half of 2024
About us / Data and insight / News
Data published today shows how many complaints we received about financial businesses in the second half of 2024.
Published 06/05/2025 Last updated 06/05/2025
Consumer complains after payments for her credit card have been missed
Business / How to settle complaints / Case studies
Samaira got in touch after she'd noticed on different occasions that payments for her credit card hadn't gone out from her bank account and she'd had to get in touch herself to make sure the payments were made.
Published 12/10/2021 Last updated 14/07/2025
Consultation on compensation interest levels launched by the Financial Ombudsman Service
About us / Data and insight / News
Today we opened a consultation on the interest rate applied to the compensation awarded to consumers.
Published 04/06/2025 Last updated 19/12/2025