Case studies

A consumer asked a business to close his trading account to stop him dealing online. But he was disappointed with what the business did next, so came to us.

Gambling

Josie's bank introduced checks to protect customers from fraud, which required a mobile phone to verify passcodes when shopping online or banking. She felt her bank had discriminated against her because she did not have a mobile phone due to her disability.

Banking Discrimination

When he visited his bank to withdraw cash from his account, Dylan felt singled out and consequently embarrassed in front of other customers. He believed he'd been racially profiled and brought his complaint to us.

Discrimination Banking

Sally felt discriminated against on the grounds of age when a bank wouldn’t allow her to apply for a loan. This was because she’d be 75 before the end of the loan term. 

Banking Discrimination

Renata asked her bank to make reasonable adjustments when communicating with her, because she has autism. However, the bank failed to do this.

Discrimination Banking

Sataj had obtained two quotes from a car insurance company, both for different sums. He felt his car insurance company had indirectly discriminated against him when calculating his insurance premium.

Insurance Discrimination

Meera lost an item of jewellery but her insurer reduced her claim settlement, saying she was underinsured. Unhappy with the outcome, Meera complained to us.

Home insurance

Stefan made a claim after some bad weather, but his insurer told him that he was underinsured.

Home insurance

Sophie's insurer declined her claim, saying that it would cost more to rebuild than what she told them originally.

Home insurance