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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 dispute about an excess payment and asbestos removal

Alisha complained when her insurer charged her £50 excess for a repair they didn’t carry out because of a disagreement about asbestos removal.

Home and building insurance Home Emergency Insurance

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Consumer’s boiler stops working but insurer disagrees that it’s an emergency

Freda complained when her boiler stopped working and her insurer refused to cover the cost of the replacement. Her insurer said the problem wasn’t caused by an emergency.

Home and building insurance Home Emergency Insurance Distress and inconvenience

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Landlord complains about a policy he was sold and couldn’t use

Anthony, a landlord, bought a home emergency policy to cover his rental property. But he wasn’t eligible to use it and complained to us about this.

Home and building insurance Home Emergency Insurance

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Critical illness too narrowly defined by insurer

Helen came to us when her insurer wouldn't pay out on her claim because her heart condition didn't exactly match their definition.

Income Protection

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Consumer complains they shouldn’t have been referred for credit hire services

Sophie was unhappy her insurer provided her with a hire car and not a courtesy car following a non-fault accident. She was asked by the credit hire company to pay for the hire costs.

Motor Insurance

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Consumer complains about poor repairs carried out under a credit repair agreement

John’s broker referred him to an Accident Management Company (AMC) to repair the damages on his family car. He wasn’t happy with the repairs and that he was referred to an AMC.

Motor Insurance

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Insurer refers customer to credit hire when it wasn’t suitable

Paul complains his insurer referred him to a credit hire service when it wasn’t appropriate to.

Motor Insurance

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Insurer doesn’t warn consumer of credit hire/repair risks

Suzie complains her insurer referred her to credit hire/repair services without explaining the risks involved.

Motor Insurance

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When Victor ran up debts, he expected more help from the investment firm

When Victor opened his spread-betting account, he thought his deposit was the most he could lose. Three days later, he was in more debt than he could pay back.

Gambling Investments

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