Case studies

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

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

After their bank closed the wrong bank account, C Limited had to do a lot of work to retain their customers who had their direct debits affected, as well as deal with damage to their reputation online. The bank offered £500 in compensation, but C Limited didn't think this was good enough and came to us for help. 

Banking SME Distress and inconvenience Up to £1,500

Jamal came to us for help after he lost £50,000 over nine months. He said this was due to a third party and his bank had said it wouldn't refund him. Jamal thought this was unfair, and said the problem had had a significant impact on his physical and mental health.

Banking Distress and inconvenience Up to £1,500

After Chris' husband, Doug, passed away, Chris needed to transfer Doug's portfolio into his name. But multiple delays and errors caused a huge amount of distress and upset to Chris. He was offered £1,000 compensation, but came to us to make sure that this was fair considering what had happened. 

Investments Distress and inconvenience Up to £1,500

Mary came to us about how her insurer had handled her claim when she discovered a leak in her ceiling, and found that the original repairs weren't effective and caused more problems. This affected Mary's family life for over six months and was incredibly upsetting for her. 

Buildings insurance Distress and inconvenience Up to £1,500

Josephine came to us after a loan company lent to her, but she struggled to pay it back. She felt the company had been irresponsible because their checks should have shown that she was a vulnerable customer and would have difficulty paying the loan back. 

Distress and inconvenience Up to £1,500 Unaffordable lending

We looked into Craig's complaint about how his insurer handled a claim, after delays settling the claim meant Craig had a County Court Judgement (CCJ) against him, showing on his credit file. After months of waiting, the insurer managed to get the CCJ removed, but this had caused Craig a lot of stress.

Motor Insurance Distress and inconvenience Up to £750

After her income protection payments stopped because her insurer thought she no longer met the criteria, Ciara appealed the decision and was able to change the insurer's mind. But she came to us because of how they handled her situation and the considerable stress it caused.

Income Protection Distress and inconvenience Up to £750