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Consumer has a family bereavement in the six-month time limit
Decisions and case studies / Case studies
Emily complained to us after the six-month time limit. Her mother had died shortly before the time limit expired and this clearly counted as exceptional circumstances.
Published 17/01/2022 Last updated 17/01/2022
Consumer changes their mind about complaining to us
Decisions and case studies / Case studies
George referred his complaint about his mortgage lender after the time limits had expired. He told us he’d found the business's final response letter intimidating and didn’t think he’d win his case.
Published 17/01/2022 Last updated 17/01/2022
A director refers her complaint to our service several months after our time limit
Decisions and case studies / Case studies
Joan sends us her complaint about her company’s bank several months after our time limit.
Published 17/01/2022 Last updated 06/04/2023
A serious illness prevents a consumer from complaining on time
Decisions and case studies / 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 17/01/2022
Consumer complains about her catalogue provider after the six-month time limit
Decisions and case studies / 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 06/04/2023
