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My debts have been building up recently, and now my card has been declined at the supermarket
Business / How to settle complaints / 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
Sarah complains about her lender refusing to switch her mortgage
Business / How to settle complaints / Case studies
Sarah contacted us after her lender refused to switch her mortgage to interest only following her redundancy.
Published 09/12/2022 Last updated 16/01/2026
Hareem’s mortgage lender refuses to extend his reduced payment plan
Business / How to settle complaints / Case studies
Hareem’s recovery from illness took longer than expected. But his mortgage lender wouldn’t let him keep making reduced payments.
Published 09/12/2022 Last updated 16/01/2026
Underinsurance issues reduce a buildings insurance claim payout by 50%
Business / How to settle complaints / Case studies
When Barry claimed on his buildings insurance after water damage, a loss adjuster discovered a problem with his rebuild cost estimate.
Published 19/04/2023 Last updated 25/03/2026
Consumer says insurer unfairly cancelled policy because of incorrect information
Business / How to settle complaints / Case studies
Stefan made a claim after some bad weather, but his insurer told him that he was underinsured.
Published 20/04/2023 Last updated 11/07/2025
Renata's bank didn't make reasonable adjustments to communications with her
Business / How to settle complaints / Case studies
Renata asked her bank to make reasonable adjustments when communicating with her, because she has autism. However, the bank failed to do this.
Published 15/05/2023 Last updated 11/07/2025
Sally complains of age discrimination at her bank
Business / How to settle complaints / Case studies
Sally felt discriminated against on the grounds of age when a bank wouldn’t allow her to apply for a loan. This was because she’d be 75 before the end of the loan term.
Published 15/05/2023 Last updated 11/07/2025
When Victor ran up debts, he expected more help from the investment firm
Business / How to settle complaints / 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 feels she’s missed out after mortgage lender’s advice
Business / How to settle complaints / Case studies
Worried about rising rates, Meena was considering paying an early repayment charge to switch mortgages but claimed her lender’s advice left her worse off.
Published 01/02/2024 Last updated 15/01/2026
A bank account is blocked after grandchildren use power of attorney
Business / How to settle complaints / 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