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Ben and Selena took out a policy with an insurer to cover wedding cancellation costs
Business / How to settle complaints / Case studies
Ben and Selena booked their wedding and took out a policy with an insurer to cover cancellation costs. When their chosen venue had to close, they made a claim for the extra cost of booking another venue.
Published 29/06/2021 Last updated 09/12/2025
A serious illness prevents a consumer from complaining on time
Business / How to settle complaints / 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
Business / How to settle complaints / 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
Business / How to settle complaints / 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
Business / How to settle complaints / 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
Business / How to settle complaints / 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
Consumer complains about price increases of their insurance policy at renewal
Business / How to settle complaints / Case studies
Dana complained her insurer had charged her too much for her insurance after finding a cheaper policy with another provider.
Published 16/12/2021 Last updated 14/07/2025
Consumer complains about information not being provided for alternative policies
Business / How to settle complaints / Case studies
Laila complained her insurer overcharged her for her home insurance after she found similar cover for less online.
Published 16/12/2021 Last updated 14/07/2025
Consumer complains about his insurer rejecting a claim for his stolen quad bike
Business / How to settle complaints / Case studies
Abul’s insurer has refused to accept his claim following the theft of a quad bike from his property.
Published 13/01/2022 Last updated 14/07/2025
Consumer asked for our help as they had several debts with lenders due to heavy gambling
Business / How to settle complaints / Case studies
Alex asked for our help with a complaint after a lender irresponsibly sold him a guarantor loan, whilst he also had several other debts with other lenders. On top of this, he was also gambling heavily, spending beyond his financial means.
Published 07/06/2022 Last updated 14/07/2025