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Consumer complains to us that his claim is turned down unfairly because his insurer hadn’t clearly defined the term ‘accident’ in his policy
Decisions and case studies / Case studies
Jay complained to us because his insurer declined his personal accident claim.
Published 01/06/2019 Last updated 05/03/2025
Ombudsman News 157
News
Welcome to our latest Ombudsman News. In this edition, we highlight our plans and budget consultation feedback deadline and information for consumers and business with complaints caused or impacted by Covid-19.
Published 25/01/2021 Last updated 27/01/2021
A consumer’s estate wants their claim to be paid because their father’s death happened due to complications during surgery
Decisions and case studies / Case studies
Mason’s estate complained to us because his insurer declined the estate’s claim under his personal accident policy.
Published 01/06/2019 Last updated 05/03/2025
Driver reports a scratch on a car as an incident
Decisions and case studies / Case studies
Mary told her insurer she had been accused of scratching a car. She was surprised to later discover the insurer had recorded that incident on an external database.
Published 31/05/2019 Last updated 05/03/2025
Ombudsman News 158
News
In this edition, we highlight our latest complaints data, looking at product-specific and business-specific complaints. We also highlight our latest diversity, inclusion and wellbeing report.
Published 12/03/2021 Last updated 12/03/2021
Caroline Wayman to step down as chief ombudsman & chief executive at the Financial Ombudsman Service
News
Caroline Wayman, chief ombudsman & chief executive of the Financial Ombudsman Service is stepping down from the role on 16 April, after 22 years in the service and nearly 7 years as chief executive.
Published 10/03/2021 Last updated 10/03/2021
Ombudsman News 161
News
Welcome to the latest Ombudsman News. We've published our annual complaints data and insight for 2020/21, and in this edition you can read about some of the key trends we've seen in a year impacted by Covid-19.
Published 28/05/2021 Last updated 28/05/2021
Ombudsman News 162
News
Welcome to Ombudsman News. In this edition, we share new content on our approach to complaints about wedding insurance, business interruption insurance, and loan schemes, such as the Coronavirus Business Interruption Loan Schemes (CBILs) and Bounce Back Loan Scheme (BBLS).
Published 30/06/2021 Last updated 15/11/2021
Business sells high-risk product to ‘low risk’ customer
Decisions and case studies / Case studies
A customer was sold a product which she felt did not match her attitude to risk. We agreed.
Published 21/06/2019 Last updated 05/03/2025
Information for Provident customers
News
Information for customers on Provident Personal Credit Limited’s scheme of arrangement and complaints to the ombudsman service.
Published 04/08/2021 Last updated 04/08/2021
