Extended Warranty

Insurance indemnity must put the consumer in substantially the same position as before the insured loss, and settlement restrictions not clearly stated in policy terms cannot fairly prevent this outcome.

A lender may restrict changes to scheduled repayment dates when an account is in arrears, provided it offers alternative support through its collections team.

An insurer may fairly cancel policies if it has reasonable grounds to suspect fraudulent activity or patterns of claims that suggest unsustainable usage inconsistent with normal household breakdowns.

A lender must treat customers fairly when assessing a mortgage term extension request in accordance with its lending criteria and regulatory requirements, but borrowers are not automatically entitled to an extension simply because they have

Extended warranty policies cover individual incidents of accidental damage, not gradual damage or deterioration from misuse over time.

A financial services provider must provide timely, clear communication and take reasonable care to correct administrative errors relating to pension contributions, though compensation for distress is limited to what was directly caused by t

A financial institution may reasonably refuse to process repeated requests for payment due date changes when a customer has exceeded the allowed number of changes within a 12-month period.

A creditor is not required to investigate or honour a section 75 claim that is brought after the six-year limitation period under the Limitation Act 1980 has expired.

Ombudsman awards for trouble and inconvenience are compensatory rather than punitive and are distinct from financial loss redress.

Goods must be of satisfactory quality at the point of supply under the Consumer Rights Act 2015, determined by objective mechanical evidence rather than circumstantial factors alone.

A business is entitled to apply excess mileage charges in accordance with hire agreement terms where the contractual mileage allowance has been exceeded, and is reasonable to require signed documentation for amendment requests.