online technical resource

online resource

information on our general approach

• telling consumers about the Financial Ombudsman Service
• the six-month time limit
• compensation
• compensation for distress, inconvenience or other non-financial loss
• compensation for being "deprived" of money and for investment loss
• is compensation taxable?
• complaints data: number and outcome of complaints by individual businesses

general insurance

• payment protection insurance (PPI)
• motor insurance
• motor insurance: repairs to vehicles
• motor insurance: vehicle valuation
• motor insurance: keys in cars
• household insurance: accidental damage
• household insurance: repairs
• travel insurance
• extended warranties
• legal expenses insurance
• pet insurance
• caravan insurance
• marine insurance
• buildings insurance: storm damage
• buildings insurance: subsidence
• buildings insurance: damage to underground pipes made from pitch-fibre
• pre-existing medical conditions in short-term insurance policies

banking and credit

• disputed transactions
• banking transfers, payments and cheques
• consumer credit
• debt collecting
• financial hardship and unaffordable lending
• ISA allowances
  
• goods and services bought with credit (including "section 75")
• mortgage arrears and hardship
• mortgages: early repayment charges
• mortgage underfunding
• payments credited to the wrong account – or released to the wrong person
• savings accounts: complaints that the interest rate is too low

investment

• assessing the suitability of investments
• "with-profits" bonds
• mortgage endowments
• whole-of-life policies
• ISA allowances
  
• "churning"
• pensions
• pension complaints: our jurisdiction
• the Pensions Review
• assumptions for redress in pension mis-sale cases that fall outside the Pensions Review
• property funds
• stocks and shares
• "execution only" sales
• portfolio-management agreements
• spread-betting and contracts for difference (CFDs)
• "Arch cru"-related provisional decision – upholding complaint about intermediary's advice and setting out the ombudsman's general approach
• index of documents relating to "splits" complaints
• index of documents relating to Equitable Life complaints

quick guides

our series of factsheets [in PDF format] giving a quick and informal overview of a range of technical issues:

• helping you resolve complaints
• how we handle disputes between businesses and consumers
• funding and case fees
• our role in settling consumer-credit disputes
• our jurisdiction: where investment firms are no longer authorised
• hearings
• calculating redress for mis-sold mortgage endowments
• calculating redress in investment complaints
• the role and work of our panel of ombudsmen
• complaints about our service