Case studies

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

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

Time limits Banking Exceptional circumstances

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

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

Emily complained to us after the six-month time limit. Her mother had died shortly before the time limit expired and this clearly counted as exceptional circumstances.

Time limits Consumer Credit Exceptional circumstances