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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 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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Business complains after bank closes the wrong account

After their bank closed the wrong bank account, C Limited had to do a lot of work to retain their customers who had their direct debits affected, as well as deal with damage to their reputation online. The bank offered £500 in compensation, but C Limited didn't think this was good enough and came to us for help. 

Banking SME Distress and inconvenience Up to £1,500

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Consumer brings complaint after bank refuses to refund lost money taken from him

Jamal came to us for help after he lost £50,000 over nine months. He said this was due to a third party and his bank had said it wouldn't refund him. Jamal thought this was unfair, and said the problem had had a significant impact on his physical and mental health.

Banking Distress and inconvenience Up to £1,500

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Consumer complains about how independent financial adviser dealt with transferring portfolio

After Chris' husband, Doug, passed away, Chris needed to transfer Doug's portfolio into his name. But multiple delays and errors caused a huge amount of distress and upset to Chris. He was offered £1,000 compensation, but came to us to make sure that this was fair considering what had happened. 

Investments Distress and inconvenience Up to £1,500

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Consumer complains about how her insurer handled leak from her ceiling

Mary came to us about how her insurer had handled her claim when she discovered a leak in her ceiling, and found that the original repairs weren't effective and caused more problems. This affected Mary's family life for over six months and was incredibly upsetting for her. 

Buildings insurance Distress and inconvenience Up to £1,500

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Consumer complains about a loan company irresponsibly lending

Josephine came to us after a loan company lent to her, but she struggled to pay it back. She felt the company had been irresponsible because their checks should have shown that she was a vulnerable customer and would have difficulty paying the loan back. 

Distress and inconvenience Up to £1,500 Unaffordable lending

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Uneven concrete flooring – subsidence or poor construction?

An insurer paid for a couple to move into alternative accommodation while subsidence damage in their flat was being fixed. When further problems came to light, we helped to work out who was responsible.

Buildings insurance Subsidence Up to £1,500 Distress and inconvenience

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