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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.
Published 17/01/2022 Last updated 14/07/2025
A director refers her complaint to our service several months after our time limit
Decisions and case studies / Case studies
Joan sends us her complaint about her company’s bank several months after our time limit.
Published 17/01/2022 Last updated 11/07/2025
George missed complaint deadline about early repayment charge
Decisions and case studies / Case studies
George sent us a complaint about his mortgage lender after the time limit had expired. He’d found the lender’s response letter intimidating.
Published 17/01/2022 Last updated 16/01/2026
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.
Published 17/01/2022 Last updated 11/07/2025
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.
Published 17/01/2022 Last updated 11/07/2025
