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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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Consumer complains about advice to transfer their pension and invest in unregulated, high risk investments

Petra complained about advice given to her by a regulated independent financial adviser to switch her personal pension plan to a self-invested personal pension (SIPP) and invest in high-risk unregulated collective investment schemes (UCIS).

Investments Pensions

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Consumer unhappy with insurer’s decision to decline claim

David was unhappy that his insurer declined his claim for a lost mobile phone. The insurer said it had evidence to show that David had acted fraudulently.

Mobile Phone Insurance

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Consumer complains that a cash settlement is not enough

Raju made a claim on his mobile phone insurance policy when he lost his phone. The insurer couldn't find the exact replacement so they offered a cash settlement. Unhappy with the outcome, Raju contacted our service for help.

Mobile Phone Insurance

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A consumer’s claim was declined because her insurer said she didn’t ‘own’ the phone

Sadia contacted us after her insurer declined a claim she made on her mobile phone insurance policy when her phone had been stolen.

Mobile Phone Insurance

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Steve and Laura complain that their secured loan was unaffordable

Steve and Laura felt their secured loan was unaffordable and proper checks had not been carried out by the lender, when they struggled to make repayments. They complained to us about the lender's response.

Consumer Credit Unaffordable lending

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A consumer complains after their bank incorrectly sent statements to their abusive ex-partner’s address

Alex complained about their bank's response, after finding out it had been incorrectly sending bank statements to the address of Alex's abusive ex-partner.

Distress and inconvenience Up to £1,500 Banking

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Consumer asked for our help as they ran up credit card debt from gambling during a period of ill health

Sunita asked for our help with a complaint, saying her bank had failed to properly safeguard her when she started using her credit card to place online bets while in hospital. Sunita explained that at the time she was very unwell and had been sectioned under the mental health act.

Gambling Credit and borrowing money

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Consumer complains their bank acted irresponsibly after they made a high volume of gambling transactions

Terry opened a new current account with his bank – he already held several other current and savings accounts with the same bank and, not long after opening the new account, began using it for a high volume of gambling transactions.

Gambling Credit and borrowing money Distress and inconvenience Up to £750

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Consumer asked for our help as they had several debts with lenders due to heavy gambling

Alex asked for our help with a complaint after a lender irresponsibly sold him a guarantor loan, whilst he also had several other debts with other lenders. On top of this, he was also gambling heavily, spending beyond his financial means.

Gambling Credit and borrowing money

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