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Couple unaware of ‘preventable’ bedroom water damage
Decisions and case studies / Case studies
Yolanda and Jay contacted us when their insurer rejected their claim for water damage in one of their bedrooms.
Published 14/03/2019 Last updated 05/03/2025
Dealing with complaints about car finance commission
Data and insight / Our insight
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.
Published 31/07/2023 Last updated 31/07/2023
Gradual damage irrelevant as the problem wasn't covered in policy
Decisions and case studies / Case studies
When Kathani and Taj discovered damp caused by a leaking pipe, their insurer agreed to pay for the damage. But when further problems were discovered, the insurer refused to pay.
Published 14/03/2019 Last updated 05/03/2025
Smaller business workshop
News
A free, practical afternoon workshop for smaller businesses covered by the Financial Ombudsman Service
Published 02/07/2019 Last updated 27/01/2021
Annual report and accounts 2018/2019
News
We’ve published our annual report and accounts 2019/2019 today.
Published 11/07/2019 Last updated 27/01/2021
Our people, our purpose
Data and insight / Our insight
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.
Published 24/10/2023 Last updated 24/10/2023
Instant Cash Loans Limited
News
We are aware that Instant Cash Loans (“ICL”) entered a scheme of arrangement with its creditors (which includes customers and former customers of The Money Shop, Payday Express, Payday UK and Ladder Loans) before it looks to close down the company.
Published 17/07/2019 Last updated 27/01/2021
Diversity and inclusion: how we talk about race at work
Data and insight / Our insight
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.
Published 30/10/2023 Last updated 31/10/2023
Insurer rejects claim as ‘betterment’ – but expert opinion said it would be needed
Decisions and case studies / Case studies
Will came to us when he was having a dispute with his insurer. Cracking from subsidence in his garage needed to be fixed, but there was a disagreement about the extent of the repairs.
Published 22/03/2019 Last updated 05/03/2025
Customer wants to replace windows after break in despite insurer’s offer to repair
Decisions and case studies / Case studies
We investigated when Hillary brought a complaint to us when she wasn't satisfied with her insurer's response after a break-in.
Published 22/03/2019 Last updated 05/03/2025
