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Consumer complains after bank closes her account instead of twin sister's
Decisions and case studies / Case studies
Geraldine came to us after her bank had mistakenly closed her bank account instead of her twin sister's.
Published 12/10/2021 Last updated 14/07/2025
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 14/07/2025
Consumer complains about how her insurer handled leak from her ceiling
Decisions and case studies / Case studies
Mary came to us about how her insurer had handled her claim when she discovered a leak in her ceiling, and found that the original repairs weren't effective and caused more problems. This affected Mary's family life for over six months and was incredibly upsetting for her.
Published 12/10/2021 Last updated 14/07/2025
Consumer complains about insurer's handling of claim after bad experience on flight
Decisions and case studies / Case studies
Raj suffered a stroke abroad and needed to be flown back to the UK. He contacted us to complain about the arrangements his insurer put into place for the flight home.
Published 12/10/2021 Last updated 14/07/2025
Hussain couldn’t bank in his local branch due to its Covid-19 restrictions
Decisions and case studies / Case studies
Hussain's bank wouldn’t allow him to transfer money at his local branch during the first Covid-19 lockdown. We established that the bank had offered a range of alternative services, and that there were no reasons why Hussain couldn’t have accessed these.
Published 24/05/2021 Last updated 14/07/2025
Layla wanted a payment deferral on her car finance
Decisions and case studies / Case studies
When Layla faced uncertainty over her working hours due to Covid-19, she approached her car finance provider for a payment deferral – but it wanted to add extra interest to her loan.
Published 24/05/2021 Last updated 14/07/2025
Will’s pension dropped in value by the time he’d moved it to another fund
Decisions and case studies / Case studies
When Will’s pension fluctuated in value due to Covid-19, he asked his provider for information about moving to a lower-risk fund. He was unhappy he hadn’t got the information he needed until a second phone call, and that his pension had fallen in value in the meantime.
Published 24/05/2021 Last updated 14/07/2025
Martin's PPI claim was rejected by his bank because it was made after the FCA deadline
Decisions and case studies / Case studies
Martin complained to his bank about mis-sold PPI in November 2019, after the FCA deadline. He felt his ill health in the run-up to the deadline meant his bank should consider his complaint. We acknowledged the difficult time Martin had had, but didn’t agree he had been prevented from making his complaint on time.
Published 24/05/2021 Last updated 14/07/2025
Pat’s CMC didn’t bring his claim before the deadline
Decisions and case studies / Case studies
Pat asked a CMC to take forward his PPI mis-selling complaint. But after the complaint deadline, it told him it hadn’t had authority to act on his behalf. We decided the CMC hadn’t properly communicated with Pat – and if it had done so, he would have taken action.
Published 24/05/2021 Last updated 14/07/2025
Mina’s CMC chased her for redress she hadn’t received
Decisions and case studies / Case studies
Mina asked a CMC to make a claim for mis-sold PPI on behalf of her late mother – but despite not receiving redress from her bank, the CMC kept contacting her asking for its share, and then closed her case.
Published 24/05/2021 Last updated 14/07/2025
