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Complaints about car finance commission
For consumers / Complaints we can help with / Borrowing money / Car finance
Find out how we can help if you have a complaint about the commission arrangements on your car finance agreement, which is also known as motor finance commission.
Published 17/07/2023 Last updated 05/12/2025
Unaffordable lending
For consumers / Complaints we can help with / Borrowing money
Find out more information about what we look at when we deal with complaints about unaffordable lending.
Published 02/08/2019 Last updated 09/12/2025
Individual Savings Accounts (ISAs)
For consumers / Complaints we can help with / Investments
Have you had a problem with your individual savings account, such as difficulty paying in, changing provider or poor advice?
Published 11/12/2024 Last updated 09/12/2025
Business protection insurance
For consumers / Complaints we can help with / Insurance
How we can help if you have a complaint about business protection insurance.
Published 30/04/2024 Last updated 09/12/2025
Karim took out new loans to pay off existing ones
Decisions and case studies / Case studies
Karim, a full-time carer, was struggling to repay his outstanding debt with a home credit provider – after taking out 15 individual loans. We agreed the lender should have stopped lending to Karim, rather than giving him more loans to pay off existing ones.
Published 24/05/2021 Last updated 09/12/2025
Jack and Sarah’s wedding was cancelled by their venue due to Covid-19
Decisions and case studies / Case studies
Jack and Sarah had planned a wedding abroad, but the venue cancelled their booking because Covid-19 meant it couldn’t source the staff or supplies it needed. The insurer argued that their claim was excluded because government restrictions were in place.
Published 24/05/2021 Last updated 09/12/2025
Policyholder complains when her insurer rejects claim for total and permanent (TPD) benefit
Decisions and case studies / Case studies
Following surgery, Tammie developed a pain condition and was unable to work. We investigated when her insurer turned down her claim for TPD benefit because they believed there was no pathological cause.
Published 16/07/2019 Last updated 09/12/2025
Joyce transferred £100,000 from her bank account to a scam investment
Decisions and case studies / Case studies
After searching for investment opportunities online, Joyce lost £100,000 to a scam, transferring money to an unregulated broker. When she alerted her bank, it was too late to get her money back.
Published 24/05/2021 Last updated 09/12/2025
A consumer says they were told the mileage on the odometer was lower than it was when they got the car
Decisions and case studies / Case studies
When Dinesh’s finance agreement came to an end, he faced problems in selling the car on. He found out the mileage disclosed by the finance provider and odometer was a lot more than what he’d originally bought it for.
Published 05/11/2019 Last updated 09/12/2025
New car is stolen but consumer isn’t offered a replacement
Decisions and case studies / Case studies
Reena’s new car was stolen, so her insurer offered her a cash settlement as a replacement wasn’t available. But the amount was less than the market value.
Published 28/03/2019 Last updated 09/12/2025
