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Landlord complains about a policy he was sold and couldn’t use
Decisions and case studies / Case studies
the call recording. The policy term about landlords wasn’t highlighted to Anthony during the call. We... We asked for a copy of the: sales call recording sales script policy documents
Published 31/07/2023 Last updated 09/12/2025
Business protection insurance
For businesses / Complaints we deal with / Insurance
notes or other paperwork from the meeting Call recordings if applicable If the insurance product was
Published 30/04/2024 Last updated 08/12/2025
Felix loses thousands in international money transfer confusion
Decisions and case studies / Case studies
to call recordings of the conversation Felix had had about transferring the euros. In the call, the... it was also clear from listening to the call recording that Felix hadn’t completely understood what the... because markets
Published 10/12/2025 Last updated 10/12/2025
Insurer wouldn’t pay for treatment at eye appointment because it was not pre-authorised
Decisions and case studies / Case studies
said We asked to listen to the call recordings. Erin was told during the call she needed to get authorisation
Published 08/06/2019 Last updated 11/07/2025
Consumer complains about a pricing mistake made on their insurance policy
Decisions and case studies / Case studies
asked the business to provide evidence such as call recordings and policy notes. The evidence showed Hassan
Published 16/12/2021 Last updated 09/12/2025
Equity release
For businesses / Complaints we deal with / Mortgages
contact with your customer, such as letters and call recordings.... fairly whether you’ve acted fairly and sympathetically, for example by allowing reasonable time for probate
Published 07/03/2019 Last updated 26/03/2025
Vehicle breakdown cover
For businesses / Complaints we deal with / Insurance / Motor insurance
thought it would be We’ll need to look at: call recordings emails policy documents renewal letters... was automatically renewed when no longer wanted their policy wasn’t renewed automatically and they thought... all the available
Published 16/05/2022 Last updated 20/02/2023
Consumer had no idea she’d been sold a personal accident insurance policy until charges showed on statements
Decisions and case studies / Case studies
the event, there wasn’t a copy of the sales call recording available. We asked the insurer to give us... said Keva agreed to buy the policy during a phone call few years ago, and that the policy had not been mis-sold... generated around the time the insurer
Published 01/06/2019 Last updated 09/12/2025
Waheed needed public liability insurance to refund an unhappy customer
Decisions and case studies / Case studies
over the phone, so we requested a copy of the call recording. We listened to it and heard Waheed asking... defective workmanship. But Waheed said he had specifically requested this cover so he complained to the broker... sold him the policy. The broker said he
Published 30/04/2024 Last updated 11/07/2025
Vehicle breakdown cover
For consumers / Complaints we can help with / Insurance / Motor insurance
We’ll need to look at : call recordings emails policy documents... can get different levels of cover, including: call-outs and roadside repairs vehicle recovery to... mainly affects complaints about: policy pricing
Published 16/05/2022 Last updated 21/03/2023
