Case summaries

  • Case study 18 – Upfront fee refund
    0

    Case study 18 – Upfront fee refund

    In June 2015, Mr B instructed a claims management company (the introducing CMC) to investigate potential mis-sold Payment Protection...

  • Case study 17 – successor rules – poor service
    2

    Case study 17 – successor rules – poor service

    In October 2013, Miss C instructed Claims Management Company One (CMC One) to pursue a claim for mis-sold financial...

  • Case study 16 – informal resolution
    1

    Case study 16 – informal resolution

    In November 2012, Ms T instructed the claims management company (‘CMC’) to deal with her payment protection insurance (‘PPI’)...

  • Case study 15 – Packaged bank account – contract with CMC
    4

    Case study 15 – Packaged bank account – contract with CMC

    Mrs C asked a Claims Management Company (CMC) to look in to a mis-sold Packaged Bank Account (PBA) in...

  • Case study 14 – PPI – lack of updates
    1

    Case study 14 – PPI – lack of updates

    Miss R instructed a claims management company (CMC) in August 2012 to assist with a claim for mis-sold payment...

  • Case study 13 – Disputed fees
    1

    Case study 13 – Disputed fees

    Miss B signed up with a Claims Management Company (CMC) in January 2015. She felt she had been mis-sold...

  • Case study 12 – Delay
    2

    Case study 12 – Delay

    Mr A used a Claims Management Company (CMC) to reclaim PPI from his bank in 2012. The bank rejected...

  • Case study 11 – Disputed fees
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    Case study 11 – Disputed fees

    Mr Z instructed a claims management company (CMC) to claim mis-sold mortgage payment protection insurance premiums from his lender...

  • Case study 10 – Mis-sold PPI 3
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    Case study 10 – Mis-sold PPI 3

    In August 2013, Mr T instructed a Claims Management Company (CMC) in respect of potential claims for mis-sold Payment...

  • Case study 9 – Mis-sold PPI 2
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    Case study 9 – Mis-sold PPI 2

    In July 2013, Mrs F instructed a claims management company (CMC) to make a claim on her behalf for...

  • Case study 8 – Mis-sold PPI
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    Case study 8 – Mis-sold PPI

    In December 2014, Mrs G instructed a Claims Management Company (CMC) to make a claim for mis-sold payment protection...

  • Case study 7 – Road traffic collision – failure to respond
    1

    Case study 7 – Road traffic collision – failure to respond

    Following a road traffic collision in February 2015, Mr J’s insurer instructed a Claims Management Company (CMC) to arrange...

  • Case study 6 – Road traffic collision – making informed decisions
    0

    Case study 6 – Road traffic collision – making informed decisions

    In October 2014, Miss W instructed a Claims Management Company (CMC) to assist her in making a claim for...

  • Case study 5 – No poor service and first tier complaint handling
    1

    Case study 5 – No poor service and first tier complaint handling

    Mrs B instructed a claims management company (CMC) to make a claim on her behalf for missold Payment Protection...

  • Case study 4 – No poor service – PPI
    0

    Case study 4 – No poor service – PPI

    In August 2012, Mrs M instructed a Claims Management Company (CMC) to pursue a claim for mis-sold Payment Protection...

  • Case study 3 – Poor client care – PPI after bankruptcy
    0

    Case study 3 – Poor client care – PPI after bankruptcy

    Mr S was contacted at home by a claims management company (CMC) who offered to explore whether he had...

  • Case study 2 – Fees for additional PPI refunds
    0

    Case study 2 – Fees for additional PPI refunds

    Mrs Z instructed a Claims Management Company (CMC) to reclaim Payment Protection Insurance (PPI) on her behalf on a...

  • Case study 1 – Costs of cancellation
    0

    Case study 1 – Costs of cancellation

    Mrs X used a CMC because she believed she had been charged unfairly by a large number of credit...

  • Summary 1
  • Summary 1
    0

    Summary 1

    Area of law: Wills and probate Complaint reason(s): Failure to progress Remedy: £200 compensation for distress and inconvenience caused...

  • Summary 2
    4

    Summary 2

    Area of law: Wills and probate Complaint reason(s): Costs information deficient; costs excessive; failure to follow instructions; failure to...

  • Summary 3
    2

    Summary 3

    Area of law: Wills and probate Complaint reason(s): Failure to follow instructions Remedy: None – no poor service Outcome:...

  • Summary 5
    1

    Summary 5

    Area of law: Probate Complaint reason(s): Costs information deficient, costs excessive, failure to follow instructions Remedy: To pay compensation...

  • Summary 6
    0

    Summary 6

    Area of law: Wills and probate Complaint reason(s): Costs excessive, costs information deficient Remedy: No remedy Outcome: Ombudsman’s decision...

  • Summary 7
    6

    Summary 7

    Area of law: Will writing Complaint reason(s): Conduct, failure to follow instructions Remedy: No remedy Outcome: Ombudsman decision rejected...

  • Summary 8
    0

    Summary 8

    Area of law: Wills and probate Complaint reason(s): Costs excessive Remedy: Apologise, to pay compensation inconvenience/distress caused Outcome: Ombudsman...

  • Summary 9
    0

    Summary 9

    Area of law: Probate Complaint reason(s): Failure to advise, costs information deficient Remedy: No remedy Outcome: Ombudsman decision rejected...

  • Summary 10
    1

    Summary 10

    Area of law: Wills and probate Complaint reason(s): Delay, costs excessive, failure to advise, costs information deficient, failure to...

  • Summary 11
    0

    Summary 11

    Area of law: Wills and probate Complaint reason(s): Delay, failure to follow instructions, failure to keep informed Remedy: To...

  • Summary 12
    0

    Summary 12

    Area of law: Wills and probate Complaint reason(s): Conduct; costs excessive; cost information deficient Remedy: £100 compensation to each...

  • Summary 13
    2

    Summary 13

    Area of law: Wills and probate Complaint reason(s): Other (failure to accurately record a meeting) Remedy: None Outcome: Ombudsman...

  • Summary 14
    0

    Summary 14

    Area of law: Wills Complaint reason(s): Costs information deficient, Costs excessive, failure to advise Remedy: To apologise, to pay...

  • Summary 15
    0

    Summary 15

    Area of law: Wills (drafting) Complaint reason(s): Failure to keep papers safe Remedy: To pay £400 compensation Outcome: Ombudsman...

  • Summary 16
    0

    Summary 16

    Area of law: Wills (drafting) Complaint reason(s): Failure to follow instructions Remedy: No remedy Outcome: Ombudsman decision rejected by...

  • Summary  17
    0

    Summary 17

    Area of law: Will writing Complaint reason(s): Conduct; failure to follow instructions; Remedy: No remedy Outcome: Ombudsman decision rejected...

  • Summary 1
    0

    Summary 1

    Area of law: Personal injury Complaint reason(s): Costs information deficient, failure to keep informed, failure to follow instructions Remedy:...

  • Summary 2
    0

    Summary 2

    Area of law: Personal injury Complaint reason(s): Delay, failure to progress Remedy: No remedy Outcome: Ombudsman’s decision rejected by...

  • Summary 3
    4

    Summary 3

    Area of law: Personal injury Complaint reason(s): Failure to advise, failure to keep informed Remedy: To pay £50 compensation...

  • Summary 4
    1

    Summary 4

    Area of law: Personal injury Complaint reason(s): Failure to advise, failure to keep informed Remedy: No remedy Outcome: Ombudsman’s...

  • Summary 5
    0

    Summary 5

    Area of law: Personal injury Complaint reason(s): Failure to advise, failure to follow instructions Remedy: No remedy Outcome: Ombudsman’s...

  • Summary 6
    1

    Summary 6

    Area of law: Personal injury Complaint reason(s): Failure to investigate complaint, failure to progress, failure to follow instructions, potential...

  • Summary 7
    0

    Summary 7

    Area of law: Personal injury Complaint reason(s): Delay Remedy: The firm had already paid £2,500 in compensation to settle...

  • Summary 8
    0

    Summary 8

    Area of law: Personal injury Complaint reason(s): Failure to follow instructions Remedy: No remedy Outcome: Ombudsman’s decision rejected by...

  • Summary 9
    0

    Summary 9

    Area of law: Personal injury Complaint reason(s): Delay, failure to keep informed Remedy: An apology from the firm Outcome:...

  • Summary 10
    0

    Summary 10

    Area of law: Personal injury Complaint reason(s): Failure to follow instructions; other Remedy: £150 compensation Outcome: Ombudsman’s decision accepted...

  • Summary 11
    1

    Summary 11

    Area of law: Personal injury Complaint reason(s): Failure to progress; failure to keep informed Remedy: £500 compensation and £2,000...

  • Summary 1
    0

    Summary 1

    Area of law: Immigration and asylum Complaint reason(s): Immigration and asylum Remedy:To pay compensation of £50 and apologise for...

  • Summary 2
    0

    Summary 2

    Area of law: Immigration and asylum Complaint reason(s): Conduct Remedy: No remedy Outcome: Ombudsman’s decision rejected by complainant Mr...

  • Summary 3
    0

    Summary 3

    Area of law: Immigration and asylum Complaint reason(s): Failure to release files Remedy: No remedy Outcome: Ombudsman’s decision rejected...

  • Summary 4
    0

    Summary 4

    Area of law: Immigration and asylum Complaint reason(s): Failure to advise Remedy: To pay £300 compensation Outcome: Ombudsman’s decision...

  • Summary 5
    0

    Summary 5

    Area of law: Immigration and asylum Complaint reason(s): Failure to advise, failure to investigate complaint Remedy: No remedy Outcome:...

  • Summary 6
    0

    Summary 6

    Area of law: Immigration and asylum Complaint reason(s): Costs information deficient, Costs excessive, failure to progress, failure to release...

  • Summary 7
    0

    Summary 7

    Area of law: Immigration and asylum Complaint reason(s): Failure to follow instructions, failure to investigate complaint internally Remedy: To...

  • Summary 8
    0

    Summary 8

    Area of law: Immigration and asylum Complaint reason(s): Failure to follow instructions, failure to keep informed, failure to deal...

  • Summary 9
    0

    Summary 9

    Area of law: Immigration and asylum Complaint reason(s): Failure to follow instructions Remedy: To refund fees already paid of...

  • Summary 10
    1

    Summary 10

    Area of law: Immigration and asylum Complaint reason(s): Failure to progress, failure to follow instructions Remedy: None Outcome: Ombudsman...

  • Summary  11
    0

    Summary 11

    Area of law: Immigration and asylum Complaint reason(s): Failure to advise; failure to respond to complaint Remedy: £150 compensation...

  • Summary 1
    0

    Summary 1

    Area of law: Family law Complaint reason(s): Costs information inadequate Remedy: No remedy awarded Outcome: Ombudsman’s decision rejected by...

  • Summary 2
    0

    Summary 2

    Area of law: Family law Compliant reason(s): Failure to investigate complaint internally; failure to advise; failure to follow instructions...

  • Summary 3
    0

    Summary 3

    Area of law: Family law Complaint reason(s): Failure to keep the complainant informed; failure to follow instructions Remedy: Compensation...

  • Summary 4
    1

    Summary 4

    Area of law: Family law Complaint reason(s): Delay; failure to follow instructions; failure to keep informed; failure to advise...

  • Summary 5
    0

    Summary 5

    strong>Area of law: Family law (divorce) Complaint reason(s): Failure to advise; failure to progress Remedy: None – no poor...

  • Summary 6
    0

    Summary 6

    Area of law: Family law Complaint reason(s): Failure to follow instructions Remedy: To pay £300 compensation for any inconvenience...

  • Summary 7
    0

    Summary 7

    Area of law: Family law Complaint reason(s): Other Remedy: To pay compensation for emotional impact and/or disruption caused Outcome:...

  • Summary 8
    0

    Summary 8

    Area of law: Family law Complaint reason(s): Costs information deficient Remedy: To apologise Outcome: Ombudsman’s decision rejected by complainant...

  • Summary 9
    0

    Summary 9

    Area of law: Family law Complaint reason(s): Failure to reply, failure to progress, delay Remedy: To pay £400 compensation...

  • Summary 10
    0

    Summary 10

    Area of law: Family law Complaint reason(s): Costs information deficient Remedy: No remedy required Outcome: Ombudsman decision rejected by...

  • Summary 11
    0

    Summary 11

    Area of law: Family law Complaint reason(s): Failure to follow instructions Remedy: To pay compensation for emotional impact and/or...

  • Summary 12
    0

    Summary 12

    Area of law: Family law Complaint reason(s): Failure to advise, delay Remedy: To reduce fees, to pay compensation Outcome:...

  • Summary 13
    0

    Summary 13

    Area of law: Family law Complaint reason(s): Delay, costs information deficient, costs excessive Remedy: To limit fees to a...

  • Summary 14
    0

    Summary 14

    Area of law: Family law Complaint reason(s): Costs excessive, costs information deficient Remedy: No remedy Outcome: Ombudsman decision rejected...

  • Summary 15
    0

    Summary 15

    Area of law: Family law Complaint reason(s): Conduct, failure to advise Remedy: £50 compensation Outcome: Ombudsman decision accepted by...

  • Summary  16
    0

    Summary 16

    Area of law: Family law Complaint reason(s): Failure to follow instructions Remedy: To pay compensation for emotional impact and/or...

  • Summary 1
    1

    Summary 1

    Area of law: Employment Complaint reason(s): Delay, failure to advise, failure to negotiate Remedy: To pay £100 compensation and...

  • Summary 2
    0

    Summary 2

    Area of law: Employment Complaint reason(s): Delay; failure to keep informed; failure to advise Remedy: £50 refund and £50...

  • Summary 3
    0

    Summary 3

    Area of law: Employment Complaint reason(s): Failure to keep informed, failure to advise, failure to follow instructions Remedy: To...

  • Summary 4
    1

    Summary 4

    Area of law: Employment Complaint reason(s): Delay, costs information deficient, costs excessive, failure to advise Remedy: To reduce the...

  • Summary 5
    0

    Summary 5

    Area of law: Employment Complaint reason(s): Failure to keep informed, delay Remedy: To refund fees, to waive unpaid fees...

  • Summary 6
    0

    Summary 6

    Area of law: Employment Complaint reason(s): Failure to advise, failure to keep informed, delay Remedy: No remedy Outcome: Ombudsman...

  • Summary 7
    0

    Summary 7

    Area of law: Employment Complaint reason(s): Failure to keep informed, failure to follow instructions, failure to advise Remedy: None...

  • Summary 8
    0

    Summary 8

    Area of law: Employment Complaint reason(s): Failure to keep informed, delay Remedy: To refund fees, to waive unpaid fees...

  • Summary 9
    0

    Summary 9

    Area of law: Employment Complaint reason(s): Failure to follow instructions; failure to advise Remedy: None – no poor service...

  • Summary 10
    0

    Summary 10

    Area of law: Employment Complaint reason(s): Failure to follow instructions, failure to keep informed Remedy: To pay £1,000 compensation...

  • Summary  11
    0

    Summary 11

    Area of law: Employment Complaint reason(s): Costs excessive; cost information deficient Remedy: None – no poor service Outcome: Ombudsman...

  • Summary 1
    0

    Summary 1

    Area of law: Criminal law Complaint reason(s): Delay; failure to follow instructions; conduct Remedy: No remedy awarded Outcome: Ombudsman’s...

  • Summary 2
    0

    Summary 2

    Area of law: Criminal law Complaint reason(s): Failure to follow instructions; failure to progress Remedy: An apology and £50...

  • Summary 3
    0

    Summary 3

    Area of law: Criminal law Complaint reason(s): Failure to advise; failure to follow instructions Remedy: None – no poor...

  • Summary 4
    0

    Summary 4

    Area of law: Criminal law Complaint reason(s): Failure to advise Remedy: None – no poor service Outcome: Ombudsman’s decision...

  • Summary 5
    0

    Summary 5

    Area of law: Criminal law Complaint reason(s): Failure to progress Remedy: to refund the cost of the expert’s report...

  • Summary 6
    0

    Summary 6

    Area of law: Criminal law Complaint reason(s): Failure to keep informed Remedy: None Outcome: Ombudsman’s decision rejected by the...

  • Summary 7
    0

    Summary 7

    Area of law: Criminal law Complaint reason(s): Failure to follow instructions; failure to progress Remedy: No remedy Outcome: Ombudsman’s...

  • Summary 8
    0

    Summary 8

    Area of law: Criminal law Complaint reason(s): Failure to advise; failure to keep informed; failure to investigate complaint Remedy:...

  • Summary 9
    0

    Summary 9

    Area of law: Criminal law Complaint reason(s): Failure to advise; failure to follow instructions; Remedy: None – No poor...

  • Summary 10
    0

    Summary 10

    Area of law: Criminal law Complaint reason(s): Failure to follow instructions; failure to investigate complaint internally; Remedy: None Outcome:...

  • Summary 11
    0

    Summary 11

    Area of law: Criminal law Complaint reason(s): Conduct; Failure to keep informed; Failure to progress; Remedy: No remedy Outcome:...

  • Summary 1
    0

    Summary 1

    Area of law: Civil litigation (private law suit) Complaint reason(s): Costs information deficient; delay; failure to advise Remedy: To...

  • Summary 2
    0

    Summary 2

    Area of law: Civil (private) litigation – administration charges Complaint reason(s):Delay; failure to follow instructions; failure to progress; failure...

  • Summary 3
    0

    Summary 3

    Area of law: Civil litigation Complaint reason(s):Failure to keep the complainant informed; poor case management; inadequate costs information Remedy:...

  • Summary 4
    0

    Summary 4

    Area of law: Litigation Complaint reason(s): Costs information deficient, failure to advise, failure to keep informed Remedy: To refund...

  • Summary 5
    0

    Summary 5

    Area of law: Litigation Complaint reason(s): Failure to advise, costs excessive Remedy: No remedy Outcome: Ombudsman’s decision rejected by...

  • Summary 1
    0

    Summary 1

    Area of law: Commercial property – sales/purchases Complaint reason(s): Failure to advise Remedy: Pay a refund of £172.50 in...

  • Summary 2
    0

    Summary 2

    Area of law: Residential conveyancing Complaint reason(s): Failure to progress Remedy: None (apart from an apology suggested for failing...

  • Summary 3
    1

    Summary 3

    Area of law: Residential conveyancing Complaint reason(s): Failure to follow instructions; potential misconduct Remedy: Refund of £1,974.00 paid plus...

  • Summary 4
    0

    Summary 4

    Area of law: Residential conveyancing Complaint reason(s): Failure to advise Remedy: None – no poor service Outcome: Ombudsman’s decision...

  • Summary 5
    0

    Summary 5

    Area of law: Residential conveyancing Complaint reason(s): Failure to keep informed Remedy: To apologise for failing to keep complainant...

  • Summary 6
    0

    Summary 6

    Area of law: Residential conveyancing Complaint reason(s): Delay, failure to advise Remedy: No remedy Outcome: Ombudsman decision rejected by...

  • Summary 7
    2

    Summary 7

    Area of law: Residential conveyancing Complaint reason(s): Failure to advise, failure to keep informed, costs information deficient, costs excessive...

  • Summary 8
    0

    Summary 8

    Area of law: Residential conveyancing Complaint reason(s): Failure to advise, failure to keep informed Remedy: No remedy Outcome: Ombudsman’s...

  • Summary 9
    0

    Summary 9

    Area of law: Residential conveyancing Complaint reason(s): Failure to advise Remedy: No remedy Outcome: Ombudsman’s decision rejected by complainant...

  • Summary 10
    0

    Summary 10

    Area of law: Residential conveyancing Complaint reason(s): Failure to progress, failure to investigate complaint internally Remedy: To pay £500...

  • Summary 11
    0

    Summary 11

    Area of law: Conveyancing Complaint reason(s): Failure to advise; failure to follow instructions Remedy: Compensation of £2,500 towards expenses...