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Aoife's bank kept sending letters to her husband after he died
Business / How to settle complaints / Case studies
When Aiofe’s husband died, she informed all the banks where he had accounts. But one bank continued to send letters to him.
Published 28/04/2025 Last updated 11/07/2025
Health problems made it hard for Derek to get to his bank branch
Business / How to settle complaints / 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
Business / How to settle complaints / 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
Business / How to settle complaints / 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
Felix loses thousands in international money transfer confusion
Business / How to settle complaints / Case studies
Felix's bank didn’t clearly explain how exchange rates work and he didn't understand the transfer he'd set up, leaving him short of cash.
Published 10/12/2025 Last updated 10/12/2025
Bank’s IT outage embarrasses Amelia and ruins her weekend
Business / How to settle complaints / Case studies
When Amelia's bank experienced an IT failure on its systems, she couldn't use her banking app and thought her bank card wasn't working.
Published 10/12/2025 Last updated 10/12/2025
A customer claims for damage to a property he was only visiting periodically
Business / How to settle complaints / Case studies
Ken contacted us because he disagreed with his insurer's decision after his property was broken into.
Published 08/03/2019 Last updated 11/07/2025
Consultation opens on our strategic plans and budget for 2019/20
About us / Data and insight / News
Today we published a public consultation about our proposed strategic plans and budget for the financial year 2019/20.
Published 17/12/2018 Last updated 19/05/2021
A new Consumer Duty – setting a higher standard of care for consumers
Business / How to settle complaints / Data and insight
The Financial Conduct Authority (FCA) is introducing a new Consumer Duty that will give consumers a higher level of protection. In this blog, Ombudsman Leader, Simon Rawle, outlines the new Duty and how the Financial Ombudsman Service is working with the regulator and stakeholders during its implementation.
Published 08/08/2022 Last updated 28/06/2023
Zena’s claim for damage is declined because she left her home empty
Business / How to settle complaints / Case studies
Zena’s buildings insurer declined her claim for damage from a burst pipe even though she’d been in hospital when it happened.
Published 08/03/2019 Last updated 25/03/2026