Case studies

Raj was experiencing some financial difficulties because his employer had reduced his hours. He’d fallen into arrears on his mortgage because he couldn’t afford the full monthly payments. Raj contacted us when his mortgage lender refused a payment deferral.

Mortgages Financial Difficulties Covid-19

Linda lost her job as a result of the Covid-19 pandemic. She contacted her mortgage lender and asked if they could arrange some support following the change in her financial circumstances.

Mortgages Financial Difficulties Covid-19

Lex’s ISA investments had fallen by £8,000 in value by the time her bank received her postal request to sell them – which had been delayed due to the Covid-19 pandemic.

Investments ISAs Covid-19

When Will’s pension fluctuated in value due to Covid-19, he asked his provider for information about moving to a lower-risk fund. He was unhappy he hadn’t got the information he needed until a second phone call, and that his pension had fallen in value in the meantime.

Pensions Covid-19

Reena was unhappy that her insurer wouldn’t refund her premiums when her medical treatment was delayed due to Covid-19. We established that the insurer had offered an alternative treatment – at a time when its facilities were being used by the NHS. We decided the insurer had acted fairly.

Private Medical Insurance Covid-19

Jack and Sarah had planned a wedding abroad, but the venue cancelled their booking because Covid-19 meant it couldn’t source the staff or supplies it needed. The insurer argued that their claim was excluded because government restrictions were in place.

Wedding insurance Covid-19

Amin’s holiday had been cancelled due to Covid-19. Although he’d received a partial refund of his travel insurance premiums, his insurer wouldn’t refund the extra "add-on" cover he’d bought because he'd been going on a cruise.

Travel Insurance Covid-19

When Layla faced uncertainty over her working hours due to Covid-19, she approached her car finance provider for a payment deferral – but it wanted to add extra interest to her loan.

Covid-19 Consumer Credit

Paula depended on benefit payments in an e-money account. When her account was frozen due to problems with a third-party service, Covid-19 disruption meant she struggled to get clarity from her e-money provider – missing bills in the meantime.

Banking Covid-19