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Consumer's boat sinks, and his insurer declines his claim because the boat wasn’t seaworthy 

Decisions and case studies / Case studies

Naseem was sailing his boat out of the local marina when it unexpectedly started to take on water and ultimately sank.

Published 28/03/2025    Last updated 28/03/2025

Consumer buys a new flight to avoid a 12-hour delay but is told that his policy doesn't cover the cost of the new flight 

Decisions and case studies / Case studies

Rion was returning from holiday when his flight was delayed for 12 hours. He paid for a different flight to avoid delaying his return.

Published 28/03/2025    Last updated 28/03/2025

A director refers her complaint to our service several months after our time limit 

Decisions and case studies / Case studies

Joan sends us her complaint about her company’s bank several months after our time limit.

Published 17/01/2022    Last updated 28/03/2025

Strategic plans and budget 

Who we are / Governance and funding

Download our strategic plans and budget for this financial year, as well as reports from previous years.

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

Home 

The Financial Ombudsman Service is a free, fair and easy-to-use service that settles complaints between consumers and businesses that provide financial services.

Published 14/02/2019    Last updated 03/04/2025

Safeguarding policy 

Corporate information / Our corporate policies

Our policy on safeguarding

Published 03/10/2019    Last updated 08/04/2025

Media centre 

On this page, you'll find our latest press releases, our press team contact details, our media library and how you can request for a speaker.

Published 26/06/2019    Last updated 08/04/2025

Complaints about discrimination 

For consumers / Complaints we can help with / Other complaints

Do you feel a financial business has treated differently or unfairly, or discriminated against you?

Published 15/05/2023    Last updated 15/04/2025

Our values 

Who we are

We were set up by Parliament to sort out complaints between financial businesses and their customers in a fair and reasonable way.

Published 13/02/2019    Last updated 28/11/2023

Resolving a complaint 

For businesses

An overview for businesses of how complaints are resolved.

Published 13/02/2019    Last updated 14/11/2022