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Consumer unhappy that works were not completed by the deadline
Decisions and case studies / Case studies
Rammi had problems with his new home and was unhappy with the builder’s response. He complained to his insurer, and then to us.
Published 31/07/2023 Last updated 14/07/2025
Consumer complains that a temporary repair should have been permanent
Decisions and case studies / Case studies
Ahmed claimed for damage to his roof and was unhappy that his insurer arranged a temporary repair instead of a permanent one.
Published 31/07/2023 Last updated 14/07/2025
How we helped with a complaint about an intercepted invoice scam
Decisions and case studies / Case studies
Bilal thought he was paying a supplier, but a fraudster had intercepted the email chain. Unhappy with his bank's response after the scam, he came to us. Find out what happened and what we said.
Published 06/09/2022 Last updated 14/07/2025
Consumer complains about bank’s response following a social media investment scam
Decisions and case studies / Case studies
Miguel made payments to an online foreign currency trader, but became suspicious when the trader claimed they couldn’t release his winnings unless he paid various fees. Worried he’d been the victim of a scam, Miguel reported the matter to his bank. Find out more about what happened and what we said.
Published 07/09/2022 Last updated 14/07/2025
Consumer contacts us to complain after a cryptocurrency investment scam
Decisions and case studies / Case studies
Marta invested into a cryptocurrency trading account but, after trying to withdraw money, suspected she'd been scammed. Find out what her bank told her and how we were able to help.
Published 07/09/2022 Last updated 11/07/2025
I’ve had a letter from a debt collection company – and I’m worried they’ll send the bailiffs round
Decisions and case studies / Case studies
Lewis was being chased by his loan provider due to his overdue payments he was struggling to pay back.
Published 02/11/2022 Last updated 14/07/2025
Unfair to reduce claim payment after insurer hadn’t asked for full contents value
Decisions and case studies / Case studies
Veronica and Mike's insurer refused to pay out, saying that they'd undervalued their contents. Unhappy, they referred their complaint to us.
Published 20/04/2023 Last updated 11/07/2025
Unfair to decline claim as insurer didn’t give enough guidance about rebuild cost
Decisions and case studies / Case studies
Sophie's insurer declined her claim, saying that it would cost more to rebuild than what she told them originally.
Published 20/04/2023 Last updated 11/07/2025
Consumer complains when insurer reduces claim settlement on her home insurance
Decisions and case studies / Case studies
Meera lost an item of jewellery but her insurer reduced her claim settlement, saying she was underinsured. Unhappy with the outcome, Meera complained to us.
Published 20/04/2023 Last updated 11/07/2025
Dylan felt his bank racially profiled him when he visited a branch
Decisions and case studies / Case studies
When he visited his bank to withdraw cash from his account, Dylan felt singled out and consequently embarrassed in front of other customers. He believed he'd been racially profiled and brought his complaint to us.
Published 15/05/2023 Last updated 11/07/2025
