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Case Studies

Here you can find case studies related to complaints resolved by the Channel Islands Financial Ombudsman (CIFO).

These case studies show the problems that people have brought to us and what we have done to resolve those complaints. The details of these case studies are taken from one or more actual complaints but each particular case study does not necessarily reflect the exact circumstances of any one complaint.

We will continue to add more case studies periodically.

You can search by sector, product, issue, keyword, for example, a complaint regarding the closure of a bank current account, would require the Sector to be marked as “Banking”, the Product as “current account” and the Issue as “closure of account”. Please browse the drop-down filters below.

Reference: Sector: Product: Primary Issue: Upheld? Download:
CS22-000204 Banking Current Account Disputed payment out Not Upheld Download
CS22-000218 Insurance Home Emergency Insurance Poor administration or delay Upheld Download
CS22-000139 Banking Money Transfer Disputed payment out Upheld Download
CS22-000263 Pension Private Pension Product Poor administration or delay Not Upheld Download
CS21-000001 Insurance Home building/contents Insurance Mis-selling/Unsuitable Advice Upheld Download
CS22-000175 Banking Money Transfer Fees/Charges Not Upheld Download
CS22-000033 Banking Current Account Disputed payment out Upheld Download
CS21-000374 Banking Current Account Disputed payment out Not Upheld Download
CS22-000026 Investment / Funds Other Investments Poor administration or delay Not Upheld Download
CS22-000071 Banking Current Account Poor administration or delay Upheld Download
CS22-000022 Insurance Home Emergency Insurance Non-payment of claim Not Upheld Download
CS22-000219 Banking Current Account Refusal of service Upheld Download
CS22-000065 Banking Current Account Disputed payment out Upheld Download
CS21-000380 Non-Bank Money Services / Credit Mortgage Poor administration or delay Upheld Download
CS20-000151 Insurance Other Insurance Non-payment of claim Upheld Download
CS21-000412 Pension Private Pension Product Fees/Charges Not Upheld Download
CS20-000217 Pension Employer Pension Scheme Fees/Charges Upheld Download
CS21-000214 Banking Business Account Poor administration or delay Upheld Download
CS20-000362 Insurance Health Insurance Non-payment of claim Not Upheld Download
CS19-000236 Pension Private Pension Product Poor administration or delay Upheld Download
CS20-000324 Investment / Funds Other Investments Poor administration or delay Upheld Download
CS19-000113 Pension Private Pension Product Poor administration or delay Upheld Download
CS21-000373 Investment / Funds Other Investments Poor administration or delay Upheld Download
CS21-000384 Banking Mortgage Poor administration or delay Not Upheld Download
CS21-000334 Investment / Funds Other Investments Poor administration or delay Upheld Download
CS20-000283 Insurance Travel Insurance Non-payment of claim Upheld Download
CS21-000274 Banking Current Account Disputed payment out Upheld Download
CS21-000303 Banking Other investments Refusal of service Upheld Download
CS21-000064 Banking Current Account Disputed payment out Not Upheld Download
CS21-000336 Insurance Other Insurance Non-payment of claim Upheld Download
CS20-000393 Pension International QROPS Refusal of service Upheld Download
CS21-000267 Investment / Funds Financial Advice Poor administration or delay Not Upheld Download
CS21-000093 Banking Mortgage Fees/Charges Upheld Download
CS20-000399 Banking Current Account Poor administration or delay Upheld Download
CS20-000387 Banking Cash Transfer Fees/Charges Upheld Download
CS21-000045 Investment / Funds Other Investments Poor administration or delay Upheld Download
CS20-000367 Banking Money Transfer Poor administration or delay Not Upheld Download
CS21-000023 Banking Other investments Mis-selling/Unsuitable Advice Upheld Download
CS20-000328 Non-Bank Money Services / Credit Mortgage Refusal of service Not Upheld Download
CS20-000288 Insurance Health Insurance Non-payment of claim Upheld Download
CS21-000222 Non-Bank Money Services / Credit Mortgage Fees/Charges Upheld Download
CS19-000191 Pension Private Pension Product Poor administration or delay Not Upheld Download
CS19-000042 Pension Private Pension Product Poor administration or delay Upheld Download
CS19-000352 Pension Private Pension Product Poor administration or delay Upheld Download
CS20-000113 Investment / Funds Financial Advice Mis-selling/Unsuitable Advice Not Upheld Download
CS19-000092 Pension Private Pension Product Refusal of service Not Upheld Download
CS20-000017 Banking Money Transfer Transaction Error Upheld Download
CS21-000033 Banking Fixed Term Deposit Account Poor administration or delay Upheld Download
CS19-000395 Banking Money Transfer Transaction Error Upheld Download
CS21-000020 Insurance Health Insurance Non-payment of claim Upheld Download
CS20-000195 Insurance Other Insurance Non-payment of claim Upheld Download
CS20-000228 Non-Bank Money Services / Credit Personal Loan Poor administration or delay Not Upheld Download
CS20-000199 Banking Savings/Deposit Account Interest charged/paid Upheld Download
CS20-000064 Non-Bank Money Services / Credit Consumer Loan Interest charged/paid Not Upheld Download
CS20-000200 Investment / Funds Other Investments Refusal of service Upheld Download
CS19-000301 Banking Business Account Disputed payment out Not Upheld Download
CS19-000074 Banking Cash Transfer Disputed payment out Not Upheld Download
CS21-000009 Banking Money Transfer Poor administration or delay Not Upheld Download
CS20-000402 Banking Business Account Disputed payment out Not Upheld Download
CS20-000212 Banking Current Account Disputed payment out Not Upheld Download
CS20-000131 Pension International QROPS Refusal of service Upheld Download
CS19-000332 Insurance Automobile/bicycle/vehicle Insurance Refusal of service Upheld Download
CS20-000265 Insurance Buildings Insurance Poor administration or delay Upheld Download
CS18-000154 Banking Current Account Disputed payment out Upheld Download
CS20-000010 Banking Current Account Transaction Error Not Upheld Download
CS18-000424 Banking Savings Account Transaction Error Upheld Download
CS19-000275 Investment / Funds Other Investments Enforcement/Collection Upheld Download
CS19-000313 Insurance Health Insurance Closure of account Upheld Download
CS20-000235 Non-Bank Money Services / Credit Personal Loan Fees/Charges Not Upheld Download
CS20-000204 Banking Fixed Term Deposit Account Refusal of service Upheld Download
CS17-000392 Banking Current Account Poor administration or delay Not Upheld Download
CS19-000362 Non-Bank Money Services / Credit Personal Loan Poor administration or delay Upheld Download
CS19-000305 Investment / Funds Other Investments Transaction Error Upheld Download
CS19-000150 Banking Current Account Poor administration or delay Not Upheld Download
CS18-000266 Insurance Automobile/bicycle/vehicle Insurance Non-payment of claim Upheld Download
CS19-000308 Banking Current Account Transaction Error Not Upheld Download
CS19-000233 Banking Money Transfer Fees/Charges Not Upheld Download
CS18-000066 Banking Current Account Poor administration or delay Not Upheld Download
CS17-000673 Insurance Contents Insurance Non-payment of claim Upheld Download
CS18-000119 Insurance Health Insurance Non-payment of claim Upheld Download
CS18-000008 Insurance Health Insurance Non-payment of claim Upheld Download
CS19-000186 Banking Current Account Closure of account Upheld Download
CS18-000296 Non-Bank Money Services / Credit Consumer Loan Fees/Charges Not Upheld Download
CS17-000394 Insurance Home Emergency Insurance Poor administration or delay Upheld Download
CS18-000275 Insurance Contents Insurance Non-payment of claim Upheld Download
CS17-000543 Banking Financial Advice Mis-selling/Unsuitable Advice Upheld Download
CS17-000622 Pension Private Pension Product Poor administration or delay Upheld Download
CS17-000610 Banking Current Account Disputed payment out Upheld Download
CS17-000471 Banking Current Account Poor administration or delay Upheld Download
CS18-000271 Banking Current Account Poor administration or delay Not Upheld Download
CS17-000425 Insurance Automobile/bicycle/vehicle Insurance Non-payment of claim Upheld Download
CS17-000588 Banking Current Account Closure of account Upheld Download
CS17-000624 Banking Current Account Poor administration or delay Not Upheld Download
CS16-001300 Insurance Health Insurance Non-payment of claim Upheld Download
CS16-000223 Pension International QROPS Disputed payment out Upheld Download
CS17-000326 Insurance Whole of life Insurance (Investment) Fees/Charges Upheld Download
CS16-001268 Investment / Funds Mutual funds, unit trusts, collective investment schemes Closure of account Upheld Download
CS17-000511 Banking Other investments Poor administration or delay Upheld Download
CS17-000033 Insurance Health Insurance Refusal of service Upheld Download
CS17-000060 Banking Current Account Poor administration or delay Not Upheld Download
CS17-000596 Banking Mortgage Mis-selling/Unsuitable Advice Not Upheld Download
CS16-001255 Non-Bank Money Services / Credit Mortgage Interest charged/paid Not Upheld Download
CS17-000009 Banking Money Transfer Poor administration or delay Upheld Download
CS16-001109 Insurance Health Insurance Non-payment of claim Upheld Download
CS16-000264 Banking Money Transfer Poor administration or delay Not Upheld Download
CS16-000384 Banking Current Account Poor administration or delay Upheld Download
CS16-000416 Insurance Home Emergency Insurance Non-payment of claim Upheld Download
CS16-000374 Banking Current Account Disputed payment out Upheld Download
CS16-000260 Insurance Health Insurance Poor administration or delay Upheld Download
CS16-000179 Pension Private Pension Product Mis-selling/Unsuitable Advice Upheld Download
CS16-000448 Non-Bank Money Services / Credit Consumer Loan Mis-selling/Unsuitable Advice Upheld Download
CS16-000154 Banking Current Account Mis-selling/Unsuitable Advice Upheld Download
CS15-000018 Investment / Funds Financial Advice Mis-selling/Unsuitable Advice Upheld Download
CS15-000047 Banking Current Account Poor administration or delay Upheld Download
CS15-000043 Non-Bank Money Services / Credit Mortgage Refusal of service Not Upheld Download
CS15-000031 Banking Money Transfer Poor administration or delay Upheld Download
CS17-000001 Insurance Health Insurance Non-payment of claim Upheld Download
CS15-000014 Banking Financial Advice Poor administration or delay Upheld Download
CS16-000199 Investment / Funds Other Investments Disputed payment out Upheld Download
CS15-000049 Investment / Funds Financial Advice Mis-selling/Unsuitable Advice Upheld Download
CS16-000352 Investment / Funds Financial Advice Mis-selling/Unsuitable Advice Upheld Download
CS16-001191 Investment / Funds Financial Advice Mis-selling/Unsuitable Advice Upheld Download
CS17-000301 Investment / Funds Mutual funds, unit trusts, collective investment schemes Poor administration or delay Not Upheld Download
CS16-000381 Investment / Funds Financial Advice Mis-selling/Unsuitable Advice Upheld Download
CS15-000053 Pension Private Pension Product Poor administration or delay Upheld Download