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Consumer complains about distress from credit company over outstanding balance
Decisions and case studies / Case studies
Christine got in touch because even though she'd taken the right steps to "shelve" her credit card debt, she says the way her credit card provider dealt with her on several calls had led to a severe downturn in her mental health. She felt her provider should pay her £10,000 compensation for her distress.
Published 12/10/2021 Last updated 14/07/2025
Consumer complains over bank's compensation offer after mistake made with mortgage agreement
Decisions and case studies / Case studies
Because of a mistake made on Reginald and his late wife's mortgage agreement, Reginald had to work in order to pay back the loan, resulting in spinal surgery. After seven years, the mistake was found and rectified, but we felt the bank hadn't properly considered the full physical, mental and financial toll on Reginald.
Published 28/03/2025 Last updated 14/07/2025
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
Consumer has a family bereavement in the six-month time limit
Decisions and case studies / Case studies
Emily complained to us after the six-month time limit. Her mother had died shortly before the time limit expired and this clearly counted as exceptional circumstances.
Published 17/01/2022 Last updated 14/07/2025
