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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 about the advice given by an independent financial adviser
Decisions and case studies / Case studies
David complained about the advice given by a regulated independent financial adviser to transfer the benefits from his defined benefit occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a personal pension.
Published 07/12/2021 Last updated 14/07/2025
Consumer complains about the delay to transfer her pension
Decisions and case studies / Case studies
Louise was unhappy about the length of time it took her adviser to inform her its pension transfer specialist had decided no longer to advise on the transfer of her British Steel Pension Scheme, which is an occupational pension scheme (OPS), to a Self-Invested Personal Pension (SIPP).
Published 07/12/2021 Last updated 14/07/2025
Consumer complains about an unfair change in price after a mid-term adjustment
Decisions and case studies / Case studies
Jackson explained he was unhappy that his insurer had sought to increase his premium by 70% during the term of his motor insurance policy.
Published 16/12/2021 Last updated 14/07/2025
Consumer complains after her insurer declined a claim for her stolen e-scooter
Decisions and case studies / Case studies
Bhavna was unhappy that her insurer declined a claim for the theft of her privately-owned e-scooter.
Published 13/01/2022 Last updated 14/07/2025
Consumer unhappy her insurer declined a claim to replace lost drone
Decisions and case studies / Case studies
Alice contacted our service after her insurer declined a claim to replace her lost drone.
Published 13/01/2022 Last updated 14/07/2025
A consumer complains her bank shouldn’t have lent to her, as doing so fed her gambling habit and left her in debt
Decisions and case studies / Case studies
Ivanna made a complaint to us after she applied to her bank for three loans but found it difficult to repay these due to her gambling addiction.
Published 07/06/2022 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
Consumer feels he wasn’t given enough information when buying his telematics policy
Decisions and case studies / Case studies
Farhan felt he had been mis-sold his telematics policy, so asked us to investigate.
Published 25/05/2022 Last updated 14/07/2025
Consumer complains that a cash settlement is not enough
Decisions and case studies / Case studies
Raju made a claim on his mobile phone insurance policy when he lost his phone. The insurer couldn't find the exact replacement so they offered a cash settlement. Unhappy with the outcome, Raju contacted our service for help.
Published 25/07/2022 Last updated 14/07/2025
