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A consumer under difficult circumstances complains after insurer sends correspondence to incorrect address  

decisions and case studies / case studies

Selina relocated with her son and away from her abusive ex-husband. But an error made by her insurer meant her new address was revealed to her ex-husband, who tracked Selina and their son down, terrorising them for three more months. We didn't think the insurer fully realised the situation's impact on Selina.

Insurance Distress and inconvenience ...

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

A consumer complains after finding his car insurance had been stopped without his knowledge 

decisions and case studies / case studies

A system error meant Harry's car insurance was cancelled. He only found out after the police stopped him, and he was then convicted in court. Whilst his insurer admitted its mistakes and offered to cover the costs incurred, we didn't think it had considered the stress Harry suffered and worry he'd continue to have.

Motor Insurance Distress and inconvenience ...

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

Consumer asks us if compensation offered by insurer for distress over claim is fair 

decisions and case studies / case studies

Rebecca and her mother, Everly, found out their home needed repairs and was unsafe to live in. But errors made by the insurer meant they were in the house for months without specialist equipment needed for Jane, and then moved many times. The situation caused Jane a lot of physical pain and both distress and upset.

Insurance Distress and inconvenience ...

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

Consumer complains about insurer's handling of claim after bad experience on flight 

decisions and case studies / case studies

Whilst abroad, Raj suffered a stroke and needed to be flown back to the UK. Despite being advised to organise an air ambulance, Raj's insurer instead organised for him to travel back on a budget airline without any help. They said they didn't do anything wrong, but Raj didn't think this was fair.

Travel Insurance Distress and inconvenience ...

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

Consumer complains about distress from credit company over outstanding balance 

decisions and case studies / case studies

Christine got in touch because even though she'd taken the right steps to "shelve" her credit card debt, she says the way her credit card provider dealt with her on several calls had led to a severe downturn in her mental health. She felt her provider should pay her £10,000 compensation for her distress.

Financial Difficulties Debt ...

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

Couple complain over investment advice given to supplement income for retirement 

decisions and case studies / case studies

Andrew and Yvonne contacted us after being given advice to re-mortgage their home and invest in a high risk unregulated collective investment scheme. But we didn't think the advice was suitable, and caused the couple a lot of unneeded financial stress and problems, so told their provider to pay compensation. 

Investments Distress and inconvenience ...

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