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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 complains her bank shouldn’t have lent to her, as doing so fed her gambling habit and left her in debt

Ivanna made a complaint to us after she applied to her bank for three loans but found it difficult to repay these due to her gambling addiction.

Gambling Credit and borrowing money

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Consumer feels he wasn’t given enough information when buying his telematics policy

Farhan felt he had been mis-sold his telematics policy, so asked us to investigate.

Motor Insurance Telematics Insurance

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Consumer has policy cancelled after being recorded driving at 125mph

Maria’s telematics policy was cancelled by the insurer after it said she had been driving at an excessive speed of 125mph.

Motor Insurance Telematics Insurance

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Consumer’s car was damaged by breakdown cover patrol mechanic

Margot complained to us after her breakdown cover provider didn’t agree that they’d caused damage to her car.

Breakdown cover Motor Insurance

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Consumer not told she already has breakdown cover

Katie complained to us as she was unhappy that she wasn’t told that she already had a policy when taking out a new policy over the phone.

Motor Insurance Breakdown cover

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Consumer complains about her catalogue provider after the six-month time limit

Susan brings her complaint about her catalogue provider after the six-month time limit. She told us she contacted the company again after receiving its final response letter because she felt it hadn’t reached the right outcome.

Time limits Consumer Credit Exceptional circumstances

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A director refers her complaint to our service several months after our time limit

Joan sends us her complaint about her company’s bank several months after our time limit.

Time limits Banking Exceptional circumstances

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A serious illness prevents a consumer from complaining on time

Doreen contacted us after her insurer had declined a claim on her motor insurance policy. She referred her complaint to our service after the six-month time limit due to an illness.

Motor Insurance Time limits Exceptional circumstances

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Consumer changes their mind about complaining to us

George referred his complaint about his mortgage lender after the time limits had expired. He told us he’d found the business's final response letter intimidating and didn’t think he’d win his case.

Mortgages Time limits Exceptional circumstances

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