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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
Consumer’s boiler stops working but insurer disagrees that it’s an emergency
Decisions and case studies / Case studies
Freda complained when her boiler stopped working and her insurer refused to cover the cost of the replacement. Her insurer said the problem wasn’t caused by an emergency.
Published 31/07/2023 Last updated 14/07/2025
How we helped with a complaint following a vehicle purchase scam
Decisions and case studies / Case studies
Duncan contacted us following a vehicle purchase scam. When the vehicle he’d bought didn’t arrive, Duncan was worried he’d been the victim of a scam so reported the matter to his bank. Unhappy with how the bank responded, he contacted us.
Published 07/09/2022 Last updated 14/07/2025
How we helped with a complaint about a “safe account” scam
Decisions and case studies / Case studies
Lily agreed to move £9,225 of her money to account details provided by a fraudster who had called her pretending to be her bank. Lily’s bank had said she should have carried out more checks on the caller. Find out what happened when she contacted us about her complaint and what we said.
Published 07/09/2022 Last updated 14/07/2025
My dad is being chased by a debt collector and we don’t know what to do
Decisions and case studies / Case studies
Jon's dad was repeatedly contacted by a debt collector, which was causing him distress as he couldn’t afford the payments they were asking for.
Published 02/11/2022 Last updated 11/07/2025
A consumer says options were not explained when she wanted to exit a hire purchase agreement early because of financial difficulties
Decisions and case studies / Case studies
Judith's financial circumstances had changed, which meant that she was no longer able to make the payments on a hire purchase agreement.
Published 02/11/2022 Last updated 14/07/2025
Consumer complains after being rejected a payment deferral on their mortgage
Decisions and case studies / Case studies
Raj was experiencing some financial difficulties because his employer had reduced his hours. He’d fallen into arrears on his mortgage because he couldn’t afford the full monthly payments. Raj contacted us when his mortgage lender refused a payment deferral.
Published 09/12/2022 Last updated 14/07/2025
Josie complains she can’t bank or shop online without a mobile
Decisions and case studies / Case studies
Josie's bank introduced checks to protect customers from fraud, which required a mobile phone to verify passcodes when shopping online or banking. She felt her bank had discriminated against her because she did not have a mobile phone due to her disability.
Published 15/05/2023 Last updated 11/07/2025
Insurer refers customer to credit hire when it wasn’t suitable
Decisions and case studies / Case studies
Paul complains his insurer referred him to a credit hire service when it wasn’t appropriate to.
Published 27/06/2023 Last updated 11/07/2025
