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Unaffordable lending
For businesses / Complaints we deal with / Consumer credit
Information for financial businesses on complaints we see about unaffordable lending and how we deal with them.
Published 01/08/2019 Last updated 08/12/2025
Hannah complains about her credit card provider’s rejection of a Section 75 claim, after signing up for modelling contract
Decisions and case studies / Case studies
Hannah contacted us after her bank rejected her Section 75 claim. She explained that, when looking for part-time work, she’d responded to an online ad posted by a modelling company and made a payment on her credit card for a photoshoot and modelling contract.
Published 28/03/2025 Last updated 09/12/2025
Passbooks and dormant accounts
For businesses / Complaints we deal with / Banking and payments
Do you deal with customer complaints about passbooks and dormant accounts?
Published 10/12/2025 Last updated 10/12/2025
Current account switching services
For businesses / Complaints we deal with / Banking and payments
Do you deal with complaints from customers about the way you switched their current account?
Published 05/04/2019 Last updated 10/12/2025
Customer was told she needed to pay a tax bill – or face arrest
Decisions and case studies / Case studies
Grace was at home with her two young children. Her husband was working abroad at the time. She received a call from someone saying they were from HMRC and she needed to pay a tax bill or she would be deported and a warrant for her arrest would be issued.
Published 10/06/2019 Last updated 09/12/2025
Consumer had no idea she’d been sold a personal accident insurance policy until charges showed on statements
Decisions and case studies / Case studies
Keva complained to us about the sale of her personal accident policy. She said she had never agreed to take out the policy and it wasn’t the sort of policy she would have purchased.
Published 01/06/2019 Last updated 09/12/2025
When Victor ran up debts, he expected more help from the investment firm
Decisions and case studies / Case studies
When Victor opened his spread-betting account, he thought his deposit was the most he could lose. Three days later, he was in more debt than he could pay back.
Published 30/05/2023 Last updated 11/07/2025
Meena felt she’d been badly advised about switching to a lower rate
Decisions and case studies / Case studies
Worried about rising interest rates, Meena decided to pay an early repayment charge so that she could switch mortgage deals.
Published 01/02/2024 Last updated 14/07/2025
A bank account is blocked after grandchildren use power of attorney
Decisions and case studies / Case studies
When Amelie’s grandchildren invoked a power of attorney, should her bank have made more checks before blocking access to her account?
Published 26/02/2025 Last updated 11/07/2025
Aoife's bank kept sending letters to her husband after he died
Decisions and case studies / Case studies
When Aiofe’s husband died, she informed all the banks where he had accounts. But one bank continued to send letters to him.
Published 28/04/2025 Last updated 11/07/2025
