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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.
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.
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.
Published 12/10/2021 Last updated 12/10/2021
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.
Published 12/10/2021 Last updated 16/07/2023
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.
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.
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.
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.
Published 12/10/2021 Last updated 01/02/2022
Consumer complains their bank acted irresponsibly after they made a high volume of gambling transactions
Decisions and case studies / Case studies
Terry opened a new current account with his bank – he already held several other current and savings accounts with the same bank and, not long after opening the new account, began using it for a high volume of gambling transactions.
Published 07/06/2022 Last updated 07/06/2022
