Our insight

We regularly share insight from the hundreds of thousands of cases we handle each year to help make money matters fairer.

We share our insight in a number of ways – through our annual publications, our newsletter Ombudsman News, our engagement with the regulator and other stakeholders, our regularly published data, on our social media channels and through blogs, reports and speeches. You can explore these blogs, reports and speeches below.

Latest blogs, reports and speeches

Beware ‘ghost broker’ scams this Halloween

Beware so-called 'ghost brokers' on social media - they claim to act as insurance intermediaries but are online fraudsters who offer fake insurance deals.

A person using a credit card to purchase an item on a website

Common myths about 'Section 75'

Common misconceptions around ‘Section 75’ claims can affect customers’ chances of a refund. This myth-busting guide aims to help improve understanding of how it works.

Problems with wedding insurance?

Find out more about the types of complaint we’ve seen about wedding insurance, our top tips to avoid problems and how we can help if you have a complaint about your insurer.

Car modifications and insurance

Modifications to your car can affect your insurance, whether it’s adding tinted windows, changing the alloy wheels or upgrading the exhaust system. Here, we share information about how car modifications can affect insurance policies, the types of complaint we’ve seen and how we can help.

StepChange’s Connected 2024 conference: full speech from Abby Thomas

Abby delivered a keynote speech at StepChange’s Connected 2024 conference. She spoke about the role of the Financial Ombudsman Service and the complaints we see about credit and debt.

The Consumer Duty one year on: full speech from Abby Thomas

Read the full speech, given by Abby Thomas at an FCA event to mark the first anniversary of the Consumer Duty

Can small businesses use the Financial Ombudsman?

You may be aware that the Financial Ombudsman Service resolves disputes between individual consumers and financial businesses. But did you know we can also consider complaints from small businesses and other small organisations?

Diversity and inclusion: how we talk about race at work

To mark Black History Month, Karl Khan shares why diversity is important to the Financial Ombudsman Service and reflects on how we’re planning to become a more diverse and inclusive organisation.

Our people, our purpose

In this blog, Chief People Officer, Jane Cosgrove talks about our people, our purpose and our shared values – and how they are fundamental in building an engaged and inclusive organisation.

How financial businesses should work with us to resolve complaints

In this blog, Deputy Chief Ombudsman, James Dipple-Johnstone, sets out why it's critical that financial firms and claims management companies (CMCs) are aware of what to do when a complaint is referred to our service – and highlights the support we provide to assist with good complaint handling.

How to help consumers if they have problems with goods and services

From the complaints that we’ve seen, we know that consumers aren’t always aware of the rights and protection available when using plastic cards and credit.

Dealing with complaints about car finance commission

We see a range of complaints about car finance agreements – from admin issues to affordability. Increasingly, we’re hearing from customers about the fairness of commission arrangements when they took out a car finance agreement.

What does the Consumer Duty mean for resolving financial complaints?

Abby gave a speech at the Consumer Duty Implementation Summit, organised by City & Financial Global, on 20 June 2023.

Staying safe from scams and what to do if you’re caught out

We share some detail on how you can protect your personal information, as well as what to do if you think you have been scammed – and how we can help if you have a complaint or don’t think you’ve been treated fairly by a financial business.

Previous blogs and reports

Ombudsman News

Explore previous editions of Ombudsman News.

Annual reports and accounts

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.

Case studies

Browse our case studies to find out more about who we've helped, and what we've done.

Data and insight

Complaints data, published final decisions and insights to browse and download

Our insight

Latest blogs, reports and speeches

Beware ‘ghost broker’ scams this Halloween

Common myths about 'Section 75'

Problems with wedding insurance?

Car modifications and insurance

StepChange’s Connected 2024 conference: full speech from Abby Thomas

The Consumer Duty one year on: full speech from Abby Thomas

Can small businesses use the Financial Ombudsman?

Diversity and inclusion: how we talk about race at work

Our people, our purpose

How financial businesses should work with us to resolve complaints

How to help consumers if they have problems with goods and services

Dealing with complaints about car finance commission

What does the Consumer Duty mean for resolving financial complaints?

Staying safe from scams and what to do if you’re caught out

Previous blogs and reports

2023

2022

2021

2020

2019

Ombudsman News

Annual reports and accounts

Case studies

Data and insight

Our use of cookies

Our insight

Latest blogs, reports and speeches

Beware ‘ghost broker’ scams this Halloween

Common myths about 'Section 75'

Problems with wedding insurance?

Car modifications and insurance

StepChange’s Connected 2024 conference: full speech from Abby Thomas

The Consumer Duty one year on: full speech from Abby Thomas

Can small businesses use the Financial Ombudsman?

Diversity and inclusion: how we talk about race at work

Our people, our purpose

How financial businesses should work with us to resolve complaints

How to help consumers if they have problems with goods and services

Dealing with complaints about car finance commission

What does the Consumer Duty mean for resolving financial complaints?

Staying safe from scams and what to do if you’re caught out

Previous blogs and reports

2023

2022

2021

2020

2019

Ombudsman News

Ombudsman News

Annual reports and accounts

Case studies

Data and insight