Case studies

Terry opened a new current account with his bank – he already held several other current and savings accounts with the same bank and, not long after opening the new account, began using it for a high volume of gambling transactions.

Gambling Credit and borrowing money Distress and inconvenience Up to £750

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

After her income protection payments stopped because her insurer thought she no longer met the criteria, Ciara appealed the decision and was able to change the insurer's mind. But she came to us because of how they handled her situation and the considerable stress it caused.

Income Protection Distress and inconvenience Up to £750

Ron and James got in touch after they had been left without hot water or heating during the winter when engineers wrongly diagnosed the problem with their boiler. After hiring their own engineer who fixed the problem quickly, they came to us because of how their insurer had dealt with the situation.

Contents insurance Distress and inconvenience Up to £750

When Anita's phone was damaged, she claimed for the repair through her insurer. But the only existing photos of her honeymoon had been erased during the repair. She got in touch to see if the offer her insurer made was right, considering how upsetting losing the photos was.

Insurance Distress and inconvenience Up to £750

Frank and Laura were planning for their financial future, and sought advice that would lessen their tax liability. They came to us because they felt the advice they'd been given wasn't right and caused a lot of unneeded stress.

Investments Distress and inconvenience Up to £750

When Anna realised she'd been tricked into sending thousands of pounds to a fraudster, she told her bank she'd been a victim of fraud. But when her bank said it wasn’t responsible, she came to us for help.

Banking Fraud and scams Distress and inconvenience Up to £750

Charlie had been dealing with a debt collector repeatedly contacting him about a debt he supposedly owned, even though they hadn't proven it. Even though he said he didn't owe the debt, they then started legal action, so he got in touch with us.

Debt Collecting Distress and inconvenience Up to £750

Lucy is a trans woman, who contacted a catalogue shopping account provider to ask about the balance of her account. She was asked a number of security questions to validate her identity, but the business didn't think she was the account holder.

Distress and inconvenience Up to £750 Consumer Credit