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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
Consumer changes their mind about complaining to us
Decisions and case studies / Case studies
George referred his complaint about his mortgage lender after the time limits had expired. He told us he’d found the business's final response letter intimidating and didn’t think he’d win his case.
Published 17/01/2022 Last updated 14/07/2025
A director refers her complaint to our service several months after our time limit
Decisions and case studies / Case studies
Joan sends us her complaint about her company’s bank several months after our time limit.
Published 17/01/2022 Last updated 11/07/2025
Consumer complains about the increase of her premiums in her home insurance policy
Decisions and case studies / Case studies
Jenny got in touch when she noticed her premium had increased each year on her home insurance policy after renewing it ten years ago.
Published 28/03/2025 Last updated 11/07/2025
Consumer complains about unfair price change in their insurance policy
Decisions and case studies / Case studies
Ralph contacted us about unfair price changes to his insurance policy after providing incorrect information.
Published 16/12/2021 Last updated 14/07/2025
Consumer complains about misleading information provided during her policy renewal
Decisions and case studies / Case studies
Alysha complained she’d paid more than she should have for her home insurance over a number of years.
Published 16/12/2021 Last updated 14/07/2025
Consumer unhappy his insurance claim for his damaged drone wasn’t covered by his policy
Decisions and case studies / Case studies
Martin was unhappy that a claim he raised for his damaged drone wasn’t covered by his gadget insurance policy.
Published 13/01/2022 Last updated 14/07/2025
Consumer not told she already has breakdown cover
Decisions and case studies / Case studies
Katie complained to us as she was unhappy that she wasn’t told that she already had a policy when taking out a new policy over the phone.
Published 16/05/2022 Last updated 14/07/2025
A consumer’s claim was declined because her insurer said she didn’t ‘own’ the phone
Decisions and case studies / Case studies
Sadia contacted us after her insurer declined a claim she made on her mobile phone insurance policy when her phone had been stolen.
Published 25/07/2022 Last updated 14/07/2025
Consumer complains when insurer refuses to replace motar on his home
Decisions and case studies / Case studies
The mortar around the bricks on Charlie’s new house was defective and he complained about it.
Published 31/07/2023 Last updated 14/07/2025
