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Case studies

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

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Property left empty due to owner’s illness but claim still rejected

We were asked to look into Zena's rejected claim after a burst pipe caused damage in her home. Her insurer rejected her claim, as they said that she had left her home unoccupied for over a year.

Buildings insurance

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Minaret damage: design fault or storm damage?

We looked into a complaint from a mosque when their minarets were damaged after a storm, but their insurer denied their claim.

Storm Damage Buildings insurance Insurance

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Fair outcome for storm damage dispute

After a storm, Andrew and Glenda discovered their roof had been damaged. But their insurer turned down their claim, saying the damage was from wear and tear.

Storm Damage Insurance Buildings insurance

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Insurer refuses storm damage claim – our investigation shows wind was indeed the cause

Iris got in touch with us because she felt that her insurer's reason for turning down her claim after storm damage was unfair.

Buildings insurance Insurance

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Finding a solution when neighbour refuses to discuss structural damage

Bryony got in touch with us when her neighbour's reluctance to agree to planned work on their property was giving her cause for concern.

Buildings insurance Insurance

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Unassembled conservatory damaged in storm – is it contents or a building?

When a storm damaged David and Sue's garage, this also damaged an unassembled conservatory. But their insurer said that this was a building and wasn't covered in their policy.

Buildings insurance Insurance

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Financial Ombudsman Service for small businesses

Are you a small business?

If you’re a small business (SME) and want to make a complaint to us, go to our dedicated small business website for more information about how we can help.

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Claims Management Ombudsman - a Financial Ombudsman Service

Need help with a claims management dispute?

We can also help with complaints about claims management companies (CMCs). If you have a complaint, or you’re a CMC dealing with a complaint, go to the Claims Management Ombudsman website for more information. 

Claims Management Ombudsman