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Consumer asks us to investigate difficulties trying to take out pet insurance policy for his cat
Decisions and case studies / Case studies
Shai asked us to investigate whether an insurer should pay him compensation for difficulties he faced when trying to take out a pet insurance policy for his cat.
Published 12/10/2021 Last updated 05/03/2025
Consumer complains about insurer after they cause issue with policy renewal
Decisions and case studies / Case studies
Emma got in touch about the issues she faced with her insurer and renewing her policy, and wanted us to see if their response was fair.
Published 12/10/2021 Last updated 05/03/2025
Consumer complains after a fraudster tricks her into transferring funds from her bank account
Decisions and case studies / Case studies
When Anna realised she'd been tricked into sending thousands of pounds to a fraudster, she told her bank she'd been a victim of fraud. But when her bank said it wasn’t responsible, she came to us for help.
Published 12/10/2021 Last updated 05/03/2025
Consumer asks us to investigate if compensation amount for insurance claim was fair
Decisions and case studies / Case studies
When Anita's phone was damaged, she claimed for the repair through her insurer. But the only existing photos of her honeymoon had been erased during the repair. She got in touch to see if the offer her insurer made was right, considering how upsetting losing the photos was.
Published 12/10/2021 Last updated 05/03/2025
Couple complain after wrongly diagnosed boiler issue leaves them without hot water
Decisions and case studies / Case studies
Ron and James got in touch after they had been left without hot water or heating during the winter when engineers wrongly diagnosed the problem with their boiler. After hiring their own engineer who fixed the problem quickly, they came to us because of how their insurer had dealt with the situation.
Published 12/10/2021 Last updated 05/03/2025
Upset consumer complains after income protection is wrongly terminated by insurer
Decisions and case studies / Case studies
After her income protection payments stopped because her insurer thought she no longer met the criteria, Ciara appealed the decision and was able to change the insurer's mind. But she came to us because of how they handled her situation and the considerable stress it caused.
Published 12/10/2021 Last updated 05/03/2025
Consumer complains about the way insurer handled his car insurance claim
Decisions and case studies / Case studies
We looked into Craig's complaint about how his insurer handled a claim, after delays settling the claim meant Craig had a County Court Judgement (CCJ) against him, showing on his credit file. After months of waiting, the insurer managed to get the CCJ removed, but this had caused Craig a lot of stress.
Published 12/10/2021 Last updated 05/03/2025
Consumer complains about how independent financial adviser dealt with transferring portfolio
Decisions and case studies / Case studies
After Chris' husband, Doug, passed away, Chris needed to transfer Doug's portfolio into his name. But multiple delays and errors caused a huge amount of distress and upset to Chris. He was offered £1,000 compensation, but came to us to make sure that this was fair considering what had happened.
Published 12/10/2021 Last updated 05/03/2025
Consumer brings complaint after bank refuses to refund lost money taken from him
Decisions and case studies / Case studies
Jamal came to us for help after he lost £50,000 over nine months. He said this was due to a third party and his bank had said it wouldn't refund him. Jamal thought this was unfair, and said the problem had had a significant impact on his physical and mental health.
Published 12/10/2021 Last updated 05/03/2025
Consumer complains about distress from credit company over outstanding balance
Decisions and case studies / Case studies
Christine got in touch because even though she'd taken the right steps to "shelve" her credit card debt, she says the way her credit card provider dealt with her on several calls had led to a severe downturn in her mental health. She felt her provider should pay her £10,000 compensation for her distress.
Published 12/10/2021 Last updated 05/03/2025
