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Health problems made it hard for Derek to get to his bank branch
Decisions and case studies / Case studies
The bank told Derek it had to do security checks in person, but did he really need to travel to his bank? Or was there another way?
Published 28/04/2025 Last updated 11/07/2025
Lilah's buy-to-let lender offered portfolio mortgage interest rates
Decisions and case studies / Case studies
Lilah asked her lender for a new interest rate on her buy-to-let mortgage and was unhappy not to get the same deal as a new customer.
Published 11/07/2025 Last updated 11/07/2025
Buy-to-let mortgage borrowers query their lender’s interest rate offer
Decisions and case studies / Case studies
When booking a new fixed rate for a buy-to-let (BTL) mortgage, Raoul and Carmen were given mixed messages, which caused them inconvenience.
Published 11/07/2025 Last updated 11/07/2025
Keep your pension safe from scammers, warns the Financial Ombudsman Service
News
Over the past five years hundreds of people have fallen victim to potential pension scams, the Financial Ombudsman Service revealed today.
Published 18/09/2025 Last updated 18/09/2025
Who we can help
For consumers / What to expect
Find out more about who we can help with a complaint.
Published 07/06/2019 Last updated 07/10/2025
Other complaints
For consumers / Complaints we can help with
Find out more about other complaints we can help with.
Published 05/03/2019 Last updated 15/09/2025
Braille, large print or other alternative format
Accessibility services
Find out how we can help you if you’re blind or can’t see well, or have dyslexia
Published 06/03/2019 Last updated 28/10/2025
Annual reports and accounts
Who we are / Governance and funding
Our Annual Reports and Accounts give detail about our progress against our strategic aims and objectives each year, together with information about our financial performance and our audited accounts.
Published 04/03/2019 Last updated 07/10/2025
Guarantor loans
For businesses / Complaints we deal with / Consumer credit
Information for financial businesses about common complaints related to guarantor loans and how we handle them.
Published 01/08/2019 Last updated 08/12/2025
A consumer complains that a used car that failed eight months after he got it was not of satisfactory quality
Decisions and case studies / Case studies
Peter got a used car through a conditional sale agreement. He experienced an issue with the car’s water pump and head gasket, which caused a lot of damage to the engine. He got in touch with us when the finance provider refused to take responsibility.
Published 05/11/2019 Last updated 09/12/2025
