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Critical illness cover
For businesses / Complaints we deal with / Investments
Critical illness insurance is designed to pay out if someone is diagnosed with any of a number of specified illnesses. Permanent and total disability benefit is usually offered as part of this cover.
Published 05/08/2019 Last updated 18/04/2023
Fair outcome for storm damage dispute
Decisions and case studies / Case studies
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.
Published 07/03/2019 Last updated 05/03/2025
Putting things right by giving something back
Data and insight / Our insight
Caroline Nugent, Director of Human Resources at the Financial Ombudsman Service, shares some of the ways we're living out our values of fairness and sustainability by partnering with organisations in support of the vital work they do.
Published 29/07/2021 Last updated 08/11/2022
Complaints involving the cost of living
For consumers / Complaints we can help with
Information about complaints involving financial products and services related to the cost of living.
Published 19/12/2022 Last updated 27/03/2023
A relative complains that her aunt and uncle shouldn’t have been sold a lifetime mortgage
Decisions and case studies / Case studies
Mazen and Anisa’s niece contacted us after they had taken out a lifetime mortgage to raise money against the value of their home. She didn’t believe that they should have been sold the mortgage in the first place, so we investigated.
Published 07/03/2019 Last updated 05/03/2025
What’s fair when it comes to complaints about fraud?
News
Each year we receive thousands of complaints in the wake of banking fraud and scams.
Published 21/08/2018 Last updated 27/01/2021
Complaint about insurer’s choice of solicitor rejected
Decisions and case studies / Case studies
When Barnaby made a claim on his legal expenses policy, he wasn't happy that his insurer chose solicitors that lived far from him. We took a look to check the policy.
Published 08/03/2019 Last updated 05/03/2025
Preventing modern slavery and trafficking
News
The Modern Slavery Act requires organisations over a certain size to report yearly on what they’ve done to ensure they help prevent acts of modern slavery and trafficking from occurring within their business or supply chains.
Published 25/07/2018 Last updated 27/01/2021
Working together to proactively settle complaints – an update on our outcome codes initiative
Data and insight / Our insight
James Clements, Head of Operation Contact, outlines the work happening to resolve cases that fall within the scope of the temporary amendment to the way we report business-specific complaints data. He explains the progress so far, and that there is still time for businesses to take part in this initiative.
Published 28/01/2022 Last updated 12/06/2024
Information for Wonga customers
News
We are aware of the recently announced news that Wonga has gone into administration.
Published 13/09/2018 Last updated 27/01/2021
