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Consumer asked for our help as they ran up credit card debt from gambling during a period of ill health
Decisions and case studies / Case studies
Sunita asked for our help with a complaint, saying her bank had failed to properly safeguard her when she started using her credit card to place online bets while in hospital. Sunita explained that at the time she was very unwell and had been sectioned under the mental health act.
Published 07/06/2022 Last updated 14/07/2025
Damage and defect, but not to a part of the property that was covered by insurance
Decisions and case studies / Case studies
A wall at the end of Julie's garden was cracking, but the insurer said the wall wasn’t covered under her warranty.
Published 31/07/2023 Last updated 14/07/2025
A dispute about an excess payment and asbestos removal
Decisions and case studies / Case studies
Alisha complained when her insurer charged her £50 excess for a repair they didn’t carry out because of a disagreement about asbestos removal.
Published 31/07/2023 Last updated 14/07/2025
A dispute about a policy limit and how excess was applied
Decisions and case studies / Case studies
Danyal claimed for a broken boiler and complained to us that his insurer had unfairly applied an excess payment
Published 31/07/2023 Last updated 14/07/2025
Couple are unhappy their boiler repair is delayed over Christmas
Decisions and case studies / Case studies
Alex and Sarah claimed for a broken boiler under their home emergency insurance, but were dismayed when it took four weeks to fix over the Christmas period.
Published 31/07/2023 Last updated 14/07/2025
A consumer complains after their bank incorrectly sent statements to their abusive ex-partner’s address
Decisions and case studies / Case studies
Alex complained about their bank's response, after finding out it had been incorrectly sending bank statements to the address of Alex's abusive ex-partner.
Published 22/06/2022 Last updated 14/07/2025
Steve and Laura complain that their secured loan was unaffordable
Decisions and case studies / Case studies
Steve and Laura felt their secured loan was unaffordable and proper checks had not been carried out by the lender, when they struggled to make repayments. They complained to us about the lender's response.
Published 22/06/2022 Last updated 14/07/2025
Consumer complains about the wait for a mechanic to arrive when his car broke down
Decisions and case studies / Case studies
Chris contacted us after he had to wait three hours for his breakdown provider to turn up when his car broke down.
Published 21/03/2023 Last updated 14/07/2025
Consumer complains after a holiday apartment rental scam
Decisions and case studies / Case studies
Paul contacted his bank after losing £650 to a holiday apartment rental scam. Unhappy with their response, he contacted us to make a complaint. Read more about what happened and what we said.
Published 07/09/2022 Last updated 11/07/2025
My debts have been building up recently, and now my card has been declined at the supermarket
Decisions and case studies / Case studies
Leanne couldn't buy her shopping as her card got declined due to the large debts in her name.
Published 02/11/2022 Last updated 14/07/2025
