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Upset consumer complains after income protection is wrongly terminated by insurer 

decisions and case studies / case studies

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 ...

Published 12/10/2021    Last updated 12/10/2021

Consumer complains about distress from her catalogue shopping account provider 

decisions and case studies / case studies

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.

Consumer Credit Distress and inconvenience ...

Published 12/10/2021    Last updated 12/10/2021

Consumer complains about the way insurer handled his car insurance claim 

decisions and case studies / case studies

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 ...

Published 12/10/2021    Last updated 12/10/2021

Couple complain about advice received over investment bond 

decisions and case studies / case studies

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 ...

Published 12/10/2021    Last updated 12/10/2021

Consumer complains after a fraudster tricks her into transferring funds from her bank account 

decisions and case studies / case studies

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 ...

Published 12/10/2021    Last updated 12/10/2021

Couple complain after wrongly diagnosed boiler issue leaves them without hot water 

decisions and case studies / case studies

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 ...

Published 12/10/2021    Last updated 12/10/2021

Consumer asks us to investigate if compensation amount for insurance claim was fair 

decisions and case studies / case studies

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 ...

Published 12/10/2021    Last updated 12/10/2021

A consumer complains after a debt collector repeatedly contacts him over mistaken debt 

decisions and case studies / case studies

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 ...

Published 12/10/2021    Last updated 12/10/2021