Joint statement by the FCA and Financial Ombudsman on targeted support
11 December 2025
Today we have published our joint statement with the Financial Conduct Authority (FCA) following their new guidance on targeted support.
Planning a holiday? Look before you book…
Each year people contact us when they’ve had trouble on holiday – and haven’t had the help from their travel insurer that they expected. And most of the time, these disputes centre on what’s covered by their policy and what’s not.
Our latest selection of ombudsman news case studies (PDF 344KB) highlights a range of issues involving travel insurance – from winter sports accidents to cancellation claims. We share our experience to help holidaymakers prevent problems arising, and to help insurers resolve complaints fairly.
We also answer a question we’ve received from a business about what the revised Payment Services Directive means for handling complaints. And we give our regular snapshot of the things people have complained to us the most about – this time for the third quarter of 2017/2018.
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The continuous delivery of changes and improvements to our service will be a key focus for 2026/27 as we launched a consultation on our Plans and Budget.
Financial Ombudsman Service continues to see a fall in cases
29 October 2025
Our Q2 2025/26 complaints data shows that new cases coming to us have dropped by more than a third, as professional representatives bring fewer cases.