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Consumer not told she already has breakdown cover
Decisions and case studies / Case studies
Katie complained to us as she was unhappy that she wasn’t told that she already had a policy when taking out a new policy over the phone.
Published 16/05/2022 Last updated 05/03/2025
A consumer’s claim was declined because her insurer said she didn’t ‘own’ the phone
Decisions and case studies / Case studies
Sadia contacted us after her insurer declined a claim she made on her mobile phone insurance policy when her phone had been stolen.
Published 25/07/2022 Last updated 05/03/2025
Consumer complains when insurer refuses to replace motar on his home
Decisions and case studies / Case studies
The mortar around the bricks on Charlie’s new house was defective and he complained about it.
Published 31/07/2023 Last updated 05/03/2025
Landlord complains about a policy he was sold and couldn’t use
Decisions and case studies / Case studies
Anthony, a landlord, bought a home emergency policy to cover his rental property. But he wasn’t eligible to use it and complained to us about this.
Published 31/07/2023 Last updated 05/03/2025
Consumer’s boiler stops working but insurer disagrees that it’s an emergency
Decisions and case studies / Case studies
Freda complained when her boiler stopped working and her insurer refused to cover the cost of the replacement. Her insurer said the problem wasn’t caused by an emergency.
Published 31/07/2023 Last updated 05/03/2025
How we helped with a complaint following a vehicle purchase scam
Decisions and case studies / Case studies
Duncan contacted us following a vehicle purchase scam. When the vehicle he’d bought didn’t arrive, Duncan was worried he’d been the victim of a scam so reported the matter to his bank. Unhappy with how the bank responded, he contacted us.
Published 07/09/2022 Last updated 05/03/2025
How we helped with a complaint about a “safe account” scam
Decisions and case studies / Case studies
Lily agreed to move £9,225 of her money to account details provided by a fraudster who had called her pretending to be her bank. Lily’s bank had said she should have carried out more checks on the caller. Find out what happened when she contacted us about her complaint and what we said.
Published 07/09/2022 Last updated 05/03/2025
Consumer complains about advice to transfer their pension and invest in unregulated, high risk investments
Decisions and case studies / Case studies
Petra complained about advice given to her by a regulated independent financial adviser to switch her personal pension plan to a self-invested personal pension (SIPP) and invest in high-risk unregulated collective investment schemes (UCIS).
Published 05/09/2022 Last updated 05/03/2025
My dad is being chased by a debt collector and we don’t know what to do
Decisions and case studies / Case studies
Jon's dad was repeatedly contacted by a debt collector, which was causing him distress as he couldn’t afford the payments they were asking for.
Published 02/11/2022 Last updated 05/03/2025
A consumer says options were not explained when she wanted to exit a hire purchase agreement early because of financial difficulties
Decisions and case studies / Case studies
Judith's financial circumstances had changed, which meant that she was no longer able to make the payments on a hire purchase agreement.
Published 02/11/2022 Last updated 05/03/2025
