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Landlord complains about a policy he was sold and couldn’t use
Decisions and case studies / Case studies
Anthony, a landlord, bought a home emergency policy to cover his rental property. But he wasn’t eligible to use it and complained to us about this.
Published 31/07/2023 Last updated 09/12/2025
Petra faces significant loss after high-risk pension investment advice
Decisions and case studies / Case studies
Petra complained about advice given to her by a regulated independent financial adviser to switch her personal pension plan to a self-invested personal pension (SIPP) and invest in high-risk unregulated collective investment schemes (UCIS).
Published 05/09/2022 Last updated 05/12/2025
Customer complains about unsatisfactory roof blinds
Decisions and case studies / Case studies
Rosie got in touch with us when the roof blinds she ordered were not fit for purpose, and the business wouldn’t give her a refund.
Published 20/08/2019 Last updated 09/12/2025
Consumer complains about a pricing mistake made on their insurance policy
Decisions and case studies / Case studies
Hassan contacted us after noticing a price increase on his motor insurance policy.
Published 16/12/2021 Last updated 09/12/2025
A consumer is coerced into being a loan guarantor by a family member
Decisions and case studies / Case studies
Nadia was forced into being a guarantor on a loan by a relative, but when she told the lenders, they didn't help her. So she came to us for help.
Published 29/04/2021 Last updated 09/12/2025
Income protection insurance
For businesses / Complaints we deal with / Insurance / Medical insurance
Information for financial businesses about how we resolve income protection insurance complaints.
Published 19/03/2019 Last updated 08/12/2025
Critical illness cover
For businesses / Complaints we deal with / Investments
Critical illness insurance is designed to pay out if someone is diagnosed with any of a number of specified illnesses. Permanent and total disability benefit is usually offered as part of this cover.
Published 05/08/2019 Last updated 09/12/2025
Bank account closures
For businesses / Complaints we deal with / Banking and payments
Do you deal with customer complaints about bank account closures? Read about the complaints we see and how we approach them.
Published 05/04/2019 Last updated 10/12/2025
Current account charges
For businesses / Complaints we deal with / Banking and payments
Do you handle complaints about current account charges, like monthly fees or fees for overdrafts, returned payments, payment and card usage?
Published 01/04/2019 Last updated 10/12/2025
A guarantor says they are unfairly being asked to make the payments when the borrower didn't
Decisions and case studies / Case studies
Paul and Joe refer their complaint to us after Paul’s lender persistently contacted Joe as the guarantor when Paul couldn’t make the repayments.
Published 10/07/2019 Last updated 09/12/2025
