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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.
Published 12/10/2021 Last updated 14/07/2025
A claim is unfairly declined due to lack of information in a careless driving case
Decisions and case studies / Case studies
Andrew contacted us when his insurer wouldn't cover his claim as they said he needed to prove reasonable prospects of success.
Published 07/03/2019 Last updated 11/07/2025
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.
Published 12/10/2021 Last updated 14/07/2025
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.
Published 12/10/2021 Last updated 14/07/2025
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.
Published 12/10/2021 Last updated 14/07/2025
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.
Published 12/10/2021 Last updated 14/07/2025
‘My insurer turned down my claim for a caesarean section, even though it was essential’
Decisions and case studies / Case studies
Jasmine made a complaint because the insurer declined her claim for a caesarean section.
Published 08/06/2019 Last updated 11/07/2025
Consumer complains about insurer's handling of claim after bad experience on flight
Decisions and case studies / Case studies
Raj suffered a stroke abroad and needed to be flown back to the UK. He contacted us to complain about the arrangements his insurer put into place for the flight home.
Published 12/10/2021 Last updated 14/07/2025
