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Consumer asks us if compensation offered by insurer for distress over claim is fair
Decisions and case studies / Case studies
Rebecca and her mother, Everly, found out their home needed repairs and was unsafe to live in. But errors made by the insurer meant they were in the house for months without specialist equipment needed for Jane, and then moved many times. The situation caused Jane a lot of physical pain and both distress and upset.
Published 12/10/2021 Last updated 14/07/2025
Couple complain over investment advice given to supplement income for retirement
Decisions and case studies / Case studies
Andrew and Yvonne contacted us after being given advice to re-mortgage their home and invest in a high risk unregulated collective investment scheme. But we didn't think the advice was suitable, and caused the couple a lot of unneeded financial stress and problems, so told their provider to pay compensation.
Published 12/10/2021 Last updated 14/07/2025
A consumer under difficult circumstances complains after insurer sends correspondence to incorrect address
Decisions and case studies / Case studies
Selina relocated with her son and away from her abusive ex-husband. But an error made by her insurer meant her new address was revealed to her ex-husband, who tracked Selina and their son down, terrorising them for three more months. We didn't think the insurer fully realised the situation's impact on Selina.
Published 12/10/2021 Last updated 14/07/2025
Amin wanted an insurance refund after his cruise was cancelled
Decisions and case studies / Case studies
Amin’s holiday had been cancelled due to Covid-19. Although he’d received a partial refund of his travel insurance premiums, his insurer wouldn’t refund the extra "add-on" cover he’d bought because he'd been going on a cruise.
Published 24/05/2021 Last updated 14/07/2025
Lex’s ISA investments were worth less by the time her bank sold them
Decisions and case studies / Case studies
Lex’s ISA investments had fallen by £8,000 in value by the time her bank received her postal request to sell them – which had been delayed due to the Covid-19 pandemic.
Published 24/05/2021 Last updated 14/07/2025
A serious illness prevents a consumer from complaining on time
Decisions and case studies / Case studies
Doreen contacted us after her insurer had declined a claim on her motor insurance policy. She referred her complaint to our service after the six-month time limit due to an illness.
Published 17/01/2022 Last updated 11/07/2025
Consumer complains about her catalogue provider after the six-month time limit
Decisions and case studies / Case studies
Susan brings her complaint about her catalogue provider after the six-month time limit. She told us she contacted the company again after receiving its final response letter because she felt it hadn’t reached the right outcome.
Published 17/01/2022 Last updated 11/07/2025
Consumer complains he was given unsuitable advice to change his pension type
Decisions and case studies / Case studies
John contacted us as he believed that he was given unsuitable advice to transfer his British Steel Pension Scheme (BSPS) into a Self-Invested Personal Pension (SIPP).
Published 07/12/2021 Last updated 14/07/2025
Consumer complains about price increase over time and misleading information at renewal
Decisions and case studies / Case studies
Qasim’s son made a complaint on behalf of his father about the price increase of his home insurance policy.
Published 16/12/2021 Last updated 14/07/2025
Consumer complains she was misinformed when renewing her insurance policy
Decisions and case studies / Case studies
Kerry complained that she’d not been given enough information to make an informed choice about the cost of her insurance.
Published 16/12/2021 Last updated 14/07/2025
