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Consumer complains after being rejected a payment deferral on their mortgage
Decisions and case studies / Case studies
Raj was experiencing some financial difficulties because his employer had reduced his hours. He’d fallen into arrears on his mortgage because he couldn’t afford the full monthly payments. Raj contacted us when his mortgage lender refused a payment deferral.
Published 09/12/2022 Last updated 05/03/2025
Josie complains she can’t bank or shop online without a mobile
Decisions and case studies / Case studies
Josie's bank introduced checks to protect customers from fraud, which required a mobile phone to verify passcodes when shopping online or banking. She felt her bank had discriminated against her because she did not have a mobile phone due to her disability.
Published 15/05/2023 Last updated 05/03/2025
Harry complained a firm didn't close his trading account to help him stop gambling
Decisions and case studies / Case studies
A consumer asked a business to close his trading account to stop him dealing online. But he was disappointed with what the business did next, so came to us.
Published 30/05/2023 Last updated 05/03/2025
Insurer refers customer to credit hire when it wasn’t suitable
Decisions and case studies / Case studies
Paul complains his insurer referred him to a credit hire service when it wasn’t appropriate to.
Published 27/06/2023 Last updated 05/03/2025
Consumer complains about poor repairs carried out under a credit repair agreement
Decisions and case studies / Case studies
John’s broker referred him to an Accident Management Company (AMC) to repair the damages on his family car. He wasn’t happy with the repairs and that he was referred to an AMC.
Published 27/06/2023 Last updated 05/03/2025
Keith wanted more notice that his fixed-term mortgage deal was about to end
Decisions and case studies / Case studies
Keith thought he'd lost out on a better interest rate and blamed his lender for not reminding him sooner that his fixed term was due to end.
Published 01/02/2024 Last updated 05/03/2025
Following a theft, Ellis claimed on his business protection insurance
Decisions and case studies / Case studies
Electrical equipment disappeared from a construction site, although it seemed too heavy to move. But had Ellis done enough to reduce the risk of loss?
Published 30/04/2024 Last updated 05/03/2025
Annual complaints data and insight 2023/24
Data and insight / Our insight
Our annual complaints data is a review of our work over the course of the financial year, 1 April 2023 and 31 March 2024.
Published 26/02/2025 Last updated 18/03/2025
Private medical and dental insurance claims
For businesses / Complaints we deal with / Insurance / Medical insurance
Information for financial businesses about how we deal with complaints about private medical insurance and dental insurance.
Published 21/06/2019 Last updated 03/07/2023
Continuous payment authorities
For businesses / Complaints we deal with / Banking and payments
Find out how we deal with complaints about continuous payment authorities.
Published 30/05/2019 Last updated 26/01/2021
