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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 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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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 complains about a pricing mistake made on their insurance policy

Hassan contacted us after noticing a price increase on his motor insurance policy.

Insurance Pricing Distress and inconvenience Motor Insurance Up to £300

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Consumer complains about unfair price change in their insurance policy

Ralph contacted us about unfair price changes to his insurance policy after providing incorrect information.

Insurance Pricing Motor Insurance Distress and inconvenience Up to £300

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Consumer complains about an unfair change in price after a mid-term adjustment

Jackson explained he was unhappy that his insurer had sought to increase his premium by 70% during the term of his motor insurance policy.

Insurance Pricing Motor Insurance

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Consumer complains about price increase over time and misleading information at renewal

Qasim’s son made a complaint on behalf of his father about the price increase of his home insurance policy.

Insurance Pricing Motor Insurance

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A consumer complains after finding his car insurance had been stopped without his knowledge

A system error meant Harry's car insurance was cancelled. He only found out after the police stopped him, and he was then convicted in court. Whilst his insurer admitted its mistakes and offered to cover the costs incurred, we didn't think it had considered the stress Harry suffered and worry he'd continue to have.

Motor Insurance Distress and inconvenience Up to £5,000

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Consumer complains about the way insurer handled his car insurance claim

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

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Consumer wants compensation for inconvenience and delays in claim on car insurance

Farzana contacted us after facing multiple issues with her car insurer, and felt that she should get compensation for the distress caused and ongoing impact it would have.

Motor Insurance Distress and inconvenience Up to £300

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