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Consumer’s car was damaged by breakdown cover patrol mechanic
Business / How to settle complaints / Case studies
Margot complained to us after her breakdown cover provider didn’t agree that they’d caused damage to her car.
Published 16/05/2022 Last updated 14/07/2025
Consumer was sold a car battery he didn’t need
Business / How to settle complaints / Case studies
Gary was unhappy that he was unnecessarily sold a battery after his car broke down, following advice from his breakdown cover provider. He asked us to look into the complaint.
Published 21/03/2023 Last updated 09/12/2025
Consumer has policy cancelled after being recorded driving at 125mph
Business / How to settle complaints / Case studies
Maria’s telematics policy was cancelled by the insurer after it said she had been driving at an excessive speed of 125mph.
Published 25/05/2022 Last updated 14/07/2025
Consumer unhappy with insurer’s decision to decline claim
Business / How to settle complaints / Case studies
David was unhappy that his insurer declined his claim for a lost mobile phone. The insurer said it had evidence to show that David had acted fraudulently.
Published 25/07/2022 Last updated 14/07/2025
Consumer asked for our help as they ran up credit card debt from gambling during a period of ill health
Business / How to settle complaints / 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
Insurer declines Julie’s claim for cracks in her garden wall
Business / How to settle complaints / Case studies
Julie claimed on her home insurance for damage to a garden wall, but didn't agree with her insurer's reasons for declining her claim.
Published 31/07/2023 Last updated 25/03/2026
Alisha complains after paying the excess on an unfinished repair
Business / How to settle complaints / Case studies
When asbestos prevented repairs being made to her home, Alisha's insurer wouldn't refund the £50 excess it had charged her.
Published 31/07/2023 Last updated 25/03/2026
Danyal’s insurer won’t pay the full cost on the claim for his boiler
Business / How to settle complaints / Case studies
Danyal claimed for a broken boiler on his insurance but was unhappy about the policy limit and how his insurer applied the excess.
Published 31/07/2023 Last updated 25/03/2026
Alex and Sarah complain about home emergency insurance repair delays
Business / How to settle complaints / Case studies
Alex and Sarah contacted us after struggling to resolve an issue with their home emergency insurer after delays in repairing broken boiler.
Published 31/07/2023 Last updated 25/03/2026
A consumer complains after their bank incorrectly sent statements to their abusive ex-partner’s address
Business / How to settle complaints / 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