Review Time
Shocking lack of professionalism from an organization that is supposed to hold finance companies to account. I am currently dealing with a serious case involving Moneybarn and a faulty asset. Today (26/02/26), I spoke with an investigator named Harpreet.
Not only did she refuse to escalate a service dispute to her manager, but when I pointed out that this was a breach of FOS service standards, she simply hung up the phone. The FOS is meant to protect consumers from corporate bullying, yet their own staff are now using the same stonewalling tactics. If you can’t even handle a phone call professionally, how can we trust you to handle a legal adjudication?
Investigation was incomplete and biased. They ignored evidence and just took the companies word for things and did not actually investigate the validity of what they said. Phone calls were apparently listened to but then key information in those phone calls was missed. I dont think they even listened to them, and if they did then they needcto be fired.
Its resulted in an unfair and unjustified default on my credit and I'm probably going to commit suicide as a result. Not emotionally, just objectively, I am autistic, and I dont understand why people who are suppose to be there to help are not. I dont want to live in this world where the rules dont really apply and everything is stacked against me.
I have pursued several disputes with the Ombudsman Service, and it became evident that they do not adhere to consumer law, despite their claims of impartiality. Staff members informed me that they do not enforce the Consumer Rights Act 2015, stating, “they are not a court,” which was reflected in their decisions. In my first case, I received a replacement phone that arrived with a cracked camera. I reported this immediately, with the phone unused and still in its protective packaging. According to Section 19(14) of the CRA 2015, when a fault is reported within six months, the insurer must demonstrate that the item was undamaged upon delivery. Instead, the Ombudsman shifted the burden of proof onto me, merely accepting the insurer’s internal photos as evidence. A court would have dismissed this outright.
In my second case, my No Claims Bonus was unjustly reduced from 18 years to 4. The insurer’s terms were ambiguous, and consumer contract law dictates that such ambiguity should favor the consumer. The Ombudsman disregarded this, claiming they had a better understanding of the insurer’s explanation. In my third case regarding car valuation, I provided independent market evidence demonstrating my car’s rarity and actual selling prices. The insurer relied on their own contracted “expert,” whom the Ombudsman regarded as neutral. A court later determined the insurer was incorrect, and I won. Regarding the Ombudsman’s behavior, in multiple instances, they introduced new reasons to deny my claims that the insurer had never mentioned. When I highlighted relevant laws, they dismissed my points and upheld their caseworker’s opinion. The final responses felt predetermined and lacked references to the laws designed to protect consumers. In conclusion, two cases that the Ombudsman rejected have already been overturned in Small Claims Court, and I anticipate the same outcome for my final case. From my experience, the Ombudsman does not apply consumer law, lacks impartiality, and often defaults in favor of insurers. Many current caseworkers at the Ombudsman are inexperienced and have not previously worked in legal roles. Historically, final decisions by the Ombudsman would often overturn caseworker decisions, but now, most cases appear to be rubber-stamped, relying on templates or personal opinions rather than legal principles. If your situation hinges on the law, you would be better off going directly to Small Claims Court. It’s amusing that they don’t allow feedback on their website; otherwise, I would not have hesitated to bring my case to them. A complete waste of time!
If I could rate lower, I would! My experience with the investigator was shocking and incredibly rude. I was assigned a representative for my complaint against a finance company, and her attitude was obnoxious. Despite providing all necessary evidence, I had to wait for an engineer's report, which was out of my control. She moved forward to get a decision from the main ombudsman after I disagreed with her initial ruling, completely ignoring my evidence. When I expressed my concerns about the ombudsman and finance companies protecting each other, they just closed the case. A complete waste of time, ineffective service, and no interest in assisting consumers.
I spent three hours filling out a complaint form, but I couldn't upload it due to technical issues. It kept insisting on a verification process, and my efforts were wasted. This entire situation has been incredibly frustrating.
This service is absolutely the worst. I reached out to them twice, the latest regarding a holiday I booked with my credit card. The holiday provider refused to refund my money after I canceled due to date issues, despite having paid for a trip I never took. Save your time and avoid this service!
My experience with this service has been very disappointing. It felt unfit for purpose, lacking real accountability. The adviser assigned to me seemed either poorly trained or uninterested in helping. Dealing with them was worse than the company I initially complained about. I received multiple emails asking for the same information, suggesting they were either inattentive or intentionally making the process frustrating. Eventually, I gave up on seeking their help, as it became clear they were overwhelmed. I didn’t even feel compelled to leave a negative review about the original company since this service was far worse.
Using this service was almost pointless. They showed no concern that a travel insurance company had a faulty app preventing me from registering my flight for coverage. Despite the company confirming the app error, the service did not acknowledge my situation or consider the evidence I provided. It was a massive waste of time.
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