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Data about financial products 

Data and insight

We regularly publish data about the complaints we receive, including the types of products and services that are most complained about.

Published 28/08/2024    Last updated 04/03/2025

Staying safe from scams and what to do if you’re caught out 

Data and insight / Our insight

We share some detail on how you can protect your personal information, as well as what to do if you think you have been scammed – and how we can help if you have a complaint or don’t think you’ve been treated fairly by a financial business.

Published 27/11/2024    Last updated 07/03/2025

Customer surprised to be unable to withdraw funds 

Decisions and case studies / Case studies

A customer brought her complaint to us after the business told her she couldn’t withdraw funds. We investigated to find out whether it was made clear that the fund was subject to a deferral period.

Published 04/06/2019    Last updated 06/03/2025

Consumer complains about unfair price change in their insurance policy 

Decisions and case studies / Case studies

Ralph contacted us about unfair price changes to his insurance policy after providing incorrect information.

Published 16/12/2021    Last updated 11/03/2025

Customer bought a phone from an online auction site 

Decisions and case studies / Case studies

Paul agreed to buy an iPhone 8 for £300 through an online auction site. When it came to payment the seller asked that Paul make a bank transfer rather than using the auction site’s recommended payment channel, as they said it was quicker and there wouldn’t be any fees to pay.

Published 10/06/2019    Last updated 06/03/2025

‘My insurer wanted me to use a private hospital 40 miles from my house, even though there was a hospital only six miles away’ 

Decisions and case studies / Case studies

Rohan contacted us when his insurer insisted that he use a hospital 40 miles away from home.  

Published 08/06/2019    Last updated 06/03/2025

Consumer complains when insurer only pays 60% of claim because she did not disclose a previous burglary 

Decisions and case studies / Case studies

Francis complains after her insurer paid out less than she'd been expecting following a burglary.

Published 06/06/2019    Last updated 06/03/2025

'Adventurous' risk grade inaccurate 

Decisions and case studies / Case studies

Alan felt he had been mis-sold an investment. We agreed that the business had not correctly assessed his risk appetite.

Published 04/06/2019    Last updated 06/03/2025

'My lender didn't say there'd be an early repayment charge when I asked about redeeming my mortgage' 

Decisions and case studies / Case studies

Ole’s mortgage lender didn't make clear that he’d have to pay an early repayment charge when moving house.

Published 14/06/2019    Last updated 06/03/2025

Data and insight 

We regularly publish information and insight about the complaints we see. We share our insight to help people who are interested in financial complaints and how to settle them, understand our approach and learn from the cases we’ve resolved.

Published 13/02/2019    Last updated 06/03/2025