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A customer complains about a bank failing to cancel a direct debit
Decisions and case studies / Case studies
Ed asked his bank to cancel a direct debit. But they didn’t and payments continued to come out of his account.
Published 30/05/2019 Last updated 05/03/2025
We’re consulting on a temporary proposed change to how we report the outcome of certain complaints
News
Today, we’ve published a consultation on a proposal to help us move faster in reducing customer waiting times.
Published 04/10/2021 Last updated 04/10/2021
Ombudsman News 166
News
Welcome to the latest edition of Ombudsman News. In this edition we share our recently published annual report and feedback statement following our recent consultation. We also have a special focus on some of our online resources for financial businesses that help support the aims of #TalkMoney Week.
Published 10/11/2021 Last updated 16/02/2023
Consumer had no idea she’d been sold a personal accident insurance policy until charges showed on statements
Decisions and case studies / Case studies
Keva complained to us about the sale of her personal accident policy. She said she had never agreed to take out the policy and it wasn’t the sort of policy she would have purchased.
Published 01/06/2019 Last updated 05/03/2025
The Financial Ombudsman Service launches action plan to change and improve
News
Action plan launched to deliver a better service for customers in a rapidly changing financial services environment.
Published 02/12/2021 Last updated 02/12/2021
Financial Ombudsman: Insurance checks needed for e-scooters
News
The Financial Ombudsman Service is urging e-scooter owners to check their insurance policies to ensure they are covered if things go wrong.
Published 13/01/2022 Last updated 13/01/2022
Financial regulatory family strengthen Wider Implications Framework
News
Regulatory family announce formal agreement for collaboration on matters of common interest.
Published 25/01/2022 Last updated 13/11/2024
A bank closes a couple’s business account ahead of the agreed date, causing them financial losses
Decisions and case studies / Case studies
We looked into Huy and Chiyo's business account complaint when their bank closed their business account sooner than it said it would.
Published 01/06/2019 Last updated 05/03/2025
Increase to our award limits
News
The Financial Conduct Authority (FCA) has confirmed the increase to our award limits.
Published 18/03/2022 Last updated 21/03/2022
We’ve published our complaints data from the second half of 2021
News
Today we’ve published data showing the number of complaints we received about individual businesses between 1 July and 31 December 2021.
Published 13/04/2022 Last updated 13/04/2022
