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A serious illness prevents a consumer from complaining on time 

decisions and case studies / case studies

Doreen contacted us after her insurer had declined a claim on her motor insurance policy. She referred her complaint to our service after the six-month time limit due to an illness.

Motor Insurance Time limits ...

Published 17/01/2022    Last updated 17/01/2022

A director refers her complaint to our service several months after our time limt 

decisions and case studies / case studies

Joan refers her complaint to our service several months after our time limit about her company’s bank.

Banking Time limits ...

Published 17/01/2022    Last updated 17/01/2022

Consumer complains about her catalogue provider after the six-month time limit 

decisions and case studies / case studies

Susan brings her complaint about her catalogue provider after the six-month time limit. She told us she contacted the company again after receiving its final response letter because she felt it hadn’t reached the right outcome.

Consumer Credit Time limits ...

Published 17/01/2022    Last updated 17/01/2022

Consumer has a family bereavement in the six-month time limit 

decisions and case studies / case studies

Emily complained to us after the six-month time limit. Her mother had died shortly before the time limit expired and this clearly counted as exceptional circumstances.

Consumer Credit Time limits ...

Published 17/01/2022    Last updated 17/01/2022

Consumer changes their mind about complaining to us 

decisions and case studies / case studies

George referred his complaint about his mortgage lender after the time limits had expired. He told us he’d found the business's final response letter intimidating and didn’t think he’d win his case.

Mortgages Time limits ...

Published 17/01/2022    Last updated 17/01/2022