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Time limits for businesses
For businesses / Resolving a complaint
Read about how time limits affect whether we can help with a complaint.
Published 22/02/2019 Last updated 12/06/2024
Mortgage shortfall
For consumers / Complaints we can help with / Mortgages
How we can help if you have a complaint about mortgage shortfall repayments.
Published 06/03/2019 Last updated 22/08/2023
Interest-only mortgages
For businesses / Complaints we deal with / Mortgages
Do you deal with customer complaints about interest-only mortgages? This could be for a financial adviser, mortgage broker or lender, or in another capacity.
Published 06/03/2019 Last updated 26/03/2025
A consumer complains about a loan her ex-husband took out in her name
Decisions and case studies / Case studies
Catherine's bank wouldn't release her from a debt, which her husband had taken out using her identity. She got in touch to see if we could help resolve it.
Published 29/04/2021 Last updated 14/07/2025
Reena’s medical treatment was delayed due to Covid-19
Decisions and case studies / Case studies
Reena was unhappy that her insurer wouldn’t refund her premiums when her medical treatment was delayed due to Covid-19. We established that the insurer had offered an alternative treatment – at a time when its facilities were being used by the NHS. We decided the insurer had acted fairly.
Published 24/05/2021 Last updated 14/07/2025
Tomasz’s insurer declined his income protection claim – saying he’d misrepresented his medical history
Decisions and case studies / Case studies
Tomasz’s insurer declined his income protection claim and cancelled his policy, telling him he’d misrepresented his medical history. We found he hadn’t given the insurer the information it had asked for – and that it wouldn’t have covered him if he had.
Published 24/05/2021 Last updated 14/07/2025
Geraldine lost money on a spread-betting platform
Decisions and case studies / Case studies
Geraldine made significant losses on a spread-betting platform. She believed the platform was making money by getting referrals from a workshop that taught poor trading strategies. We didn’t find evidence that the platform gained from clients’ losses.
Published 24/05/2021 Last updated 14/07/2025
Emma contacted us about the distress she experienced, when she couldn’t pay a logbook loan which she said was unaffordable
Decisions and case studies / Case studies
Emma brought a complaint to us about her lender, when they refused her request to be compensated for the distress she felt she'd experienced.
Published 23/09/2021 Last updated 14/07/2025
Consumer brings complaint after a business mistakenly transfers her pension funds
Decisions and case studies / Case studies
Carol contacted us after a business had mistakenly transferred her pension funds.
Published 12/10/2021 Last updated 14/07/2025
Couple complains after their insurer took too long to repair damages caused by a leak in their kitchen
Decisions and case studies / Case studies
Aftab and Naima were advised by their insurer it would take two months to repair damages caused by a leak in their kitchen. Their insurer arranged temporary accommodation while the repairs were carried out. After it took over a year, Aftab and Naima discovered it had caused more problems.
Published 13/10/2021 Last updated 14/07/2025
