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A consumer complains he can’t afford increased overdraft charges
Decisions and case studies / Case studies
Ben’s bank changed the way they were applying charges to his overdraft. This meant he ended up paying much more to service his debt.
Published 20/06/2019 Last updated 05/03/2025
Ombudsman News 185
News
Welcome to the latest edition of Ombudsman News. In this edition we highlight our latest blog which outlines ways of working with us during the complaint-handling process, and the support and resources we offer. We also share our latest data, covering complaints about financial businesses from the first half of 2023.
Published 24/10/2023 Last updated 24/10/2023
A customer complains about the impact a bounced cheque had on his business
Decisions and case studies / Case studies
We look at Josh's complaint when his bank wrongly "bounced" a cheque he sent to one of his main suppliers.
Published 21/06/2019 Last updated 05/03/2025
Customer complains - but lender says it's too late
Decisions and case studies / Case studies
Aleksei took out an interest-only mortgage in 2001. In 2014 he complained that he didn’t have a way of repaying it.
Published 21/06/2019 Last updated 05/03/2025
An insurer doesn’t make their exclusions clear enough
Decisions and case studies / Case studies
When Fiona tried to claim for her stolen car, the insurer said she’d been reckless in leaving her keys in the car and they wouldn’t pay out.
Published 22/06/2019 Last updated 05/03/2025
Insurer makes admin mistakes which led to unreasonable delays
Decisions and case studies / Case studies
Andrew complains about the time taken to repair his car and the quality of the repair.
Published 22/06/2019 Last updated 05/03/2025
Insurer fails to arrange courtesy car during a long delay
Decisions and case studies / Case studies
Christine complains after her insurer took nearly 6 months to repair her car.
Published 22/06/2019 Last updated 05/03/2025
A couple complain that their holiday cancellation claim is turned down unfairly because of a pre-existing medical condition
Decisions and case studies / Case studies
Norris and Lina contacted us to complain about their insurance claim after they cancelled their holiday because Lina was taken ill.
Published 22/06/2019 Last updated 05/03/2025
Charges for professional representatives detailed for the first time in new ombudsman service consultation
News
Today we set out our proposed changes to our fee structure, following the introduction of legislation in Parliament.
Published 23/05/2024 Last updated 23/05/2024
A borrower complains that an agent kept part of her payment
Decisions and case studies / Case studies
Chris came to us when she reportedly gave her lender an overpayment one week. But her payment book only showed the normal repayment amount.
Published 08/07/2019 Last updated 05/03/2025
