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Case studies

Browse our case studies to find out more about who we've helped, and what we've done.

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A consumer under difficult circumstances complains after insurer sends correspondence to incorrect address

Selina relocated with her son and away from her abusive ex-husband. But an error made by her insurer meant her new address was revealed to her ex-husband, who tracked Selina and their son down, terrorising them for three more months. We didn't think the insurer fully realised the situation's impact on Selina.

Insurance Distress and inconvenience Up to £5,000

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Andrew and Yvonne’s savings hit by high-risk investment advice

A couple faced distress after advice to remortgage their home for a high-risk investment caused financial hardship and health issues.

Investments Distress and inconvenience Up to £5,000

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Consumer asks us if compensation offered by insurer for distress over claim is fair

Rebecca and her mother, Everly, found out their home needed repairs and was unsafe to live in. But errors made by the insurer meant they were in the house for months without specialist equipment needed for Jane, and then moved many times. The situation caused Jane a lot of physical pain and both distress and upset.

Insurance Distress and inconvenience Up to £5,000

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A consumer complains after finding his car insurance had been stopped without his knowledge

A system error meant Harry's car insurance was cancelled. He only found out after the police stopped him, and he was then convicted in court. Whilst his insurer admitted its mistakes and offered to cover the costs incurred, we didn't think it had considered the stress Harry suffered and worry he'd continue to have.

Motor Insurance Distress and inconvenience Up to £5,000

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Consumer complains about distress from credit company over outstanding balance

Christine got in touch because even though she'd taken the right steps to "shelve" her credit card debt, she says the way her credit card provider dealt with her on several calls had led to a severe downturn in her mental health. She felt her provider should pay her £10,000 compensation for her distress.

Debt Financial Difficulties Distress and inconvenience Up to £5,000

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Consumer complains about insurer's handling of claim after bad experience on flight

Raj suffered a stroke abroad and needed to be flown back to the UK. He contacted us to complain about the arrangements his insurer put into place for the flight home.

Travel Insurance Distress and inconvenience Up to £5,000

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‘My insurer turned down my claim for a caesarean section, even though it was essential’

Jasmine made a complaint because the insurer declined her claim for a caesarean section.

Insurance Distress and inconvenience Up to £5,000 Medical Conditions

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A claim is unfairly declined due to lack of information in a careless driving case

Andrew contacted us when his insurer wouldn't cover his claim as they said he needed to prove reasonable prospects of success.

Legal Expenses Insurance Distress and inconvenience Up to £5,000

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