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Uneven concrete flooring – subsidence or poor construction?
Decisions and case studies / Case studies
An insurer paid for a couple to move into alternative accommodation while subsidence damage in their flat was being fixed. When further problems came to light, we helped to work out who was responsible.
Published 15/07/2019 Last updated 14/07/2025
Consumer brings complaint after bank refuses to refund lost money taken from him
Decisions and case studies / Case studies
Jamal came to us for help after he lost £50,000 over nine months. He said this was due to a third party and his bank had said it wouldn't refund him. Jamal thought this was unfair, and said the problem had had a significant impact on his physical and mental health.
Published 12/10/2021 Last updated 14/07/2025
Delays in portfolio transfer caused Chris significant distress
Decisions and case studies / Case studies
After losing his husband, Doug, Chris faced delays and errors in transferring Doug's portfolio into his name, causing both financial and emotional strain.
Published 12/10/2021 Last updated 17/03/2026
Business complains after bank closes the wrong account
Decisions and case studies / Case studies
After their bank closed the wrong bank account, C Limited had to do a lot of work to retain their customers who had their direct debits affected, as well as deal with damage to their reputation online. The bank offered £500 in compensation, but C Limited didn't think this was good enough and came to us for help.
Published 12/10/2021 Last updated 14/07/2025
A consumer complains after their bank incorrectly sent statements to their abusive ex-partner’s address
Decisions and case studies / Case studies
Alex complained about their bank's response, after finding out it had been incorrectly sending bank statements to the address of Alex's abusive ex-partner.
Published 22/06/2022 Last updated 14/07/2025
Consumer complains about a loan company irresponsibly lending
Decisions and case studies / Case studies
Josephine came to us after a loan company lent to her, but she struggled to pay it back. She felt the company had been irresponsible because their checks should have shown that she was a vulnerable customer and would have difficulty paying the loan back.
Published 12/10/2021 Last updated 14/07/2025
Mary’s warranty provider takes months to accept damage liability
Decisions and case studies / Case studies
Previous repairs caused a new leak after Mary’s ten-year buildings warranty term was up. Should she have been offered compensation?
Published 12/10/2021 Last updated 25/03/2026