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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 14/07/2025
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 14/07/2025
Insurer's wrongly diagnosed boiler issue leaves Ron and James freezing
Decisions and case studies / Case studies
Ron and James faced significant inconvenience during winter when their boiler issue was misdiagnosed under their home emergency cover.
Published 12/10/2021 Last updated 26/03/2026
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 14/07/2025
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 14/07/2025
Frank and Laura face setback over unsuitable investment bond advice
Decisions and case studies / Case studies
Frank and Laura’s plans were disrupted after advice to restructure their investment bonds failed to meet their goal of reducing future tax liabilities.
Published 12/10/2021 Last updated 17/03/2026
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 14/07/2025
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 14/07/2025
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 14/07/2025