Examples library
Real-life examples for every claim and dispute route
Each service is explained through several distinct situations — a straightforward case, a messier one, and a case where the route has limits and another option fits better. Every example sets out the evidence you would need, what could realistically happen, what it costs, the deadlines that apply and where the information comes from.
6 services documented18 published scenarios200 services in the inventory
The scenarios are fictional illustrations that combine common, realistic circumstances — they are never real cases, real people or promises of an outcome. Figures and rules are checked against official sources and dated on each page. This library is general information, not legal advice.
6 of 6 services
Telecommunications
3 scenariosBroadband Outage
Ofcom's automatic compensation scheme requires participating broadband and landline providers to pay set amounts, without the customer having to ask, when a repair is delayed after a total loss of service, when an engineer appointment is missed, or when a new service is activated late. Separately, you can complain to your provider and, if it is not resolved, take the complaint to an independent ADR scheme.
GBRead scenarios
Travel & Transport
3 scenariosFlight Cancellation
UK261 and EU261 give passengers on cancelled flights a right to choose between a refund and re-routing, a right to care while they wait, and a right to fixed compensation where the cancellation happened close to departure and the airline cannot rely on 'extraordinary circumstances'.
GBEURead scenarios
Financial Services & Banking
3 scenariosInsurance Claim Denied
When an insurer rejects or under-pays a claim, the Financial Ombudsman Service can look at the complaint and decide what is fair and reasonable. The service is free to the consumer, its decisions bind the firm where the consumer accepts them, and it can order the firm to pay compensation and put things right.
GBRead scenarios
E-Commerce & Online Marketplace
3 scenariosOnline Refund Refused
The Consumer Rights Act 2015 gives consumers a short-term right to reject faulty or misdescribed goods within 30 days of delivery and get a full refund. After that, the trader normally has one chance to repair or replace before you can insist on a refund or a price reduction. Separately, the Consumer Contracts Regulations give a 14-day cancellation right on most online purchases, even where nothing is wrong with the item.
GB_EWRead scenarios
Housing & Property
3 scenariosTenancy Deposit Withheld
In England a landlord or agent taking a security deposit for most assured shorthold tenancies must place it in a government-approved deposit protection scheme and give the tenant prescribed information within 30 days. If the rules are broken, the tenant can go to the county court, which can order the deposit to be returned and a sum of one to three times the deposit to be paid. Where the deposit was protected properly, the scheme's own free dispute service decides how it is divided.
GB_EWRead scenarios
Employment & Labour
3 scenariosUnfair Dismissal
Unfair dismissal is a claim to an employment tribunal that your employer ended your employment without a fair reason, or without following a fair procedure. 'Fair' reasons are limited by law (capability, conduct, redundancy, legal restriction, or some other substantial reason) and the employer must also have acted reasonably in the circumstances.
GB_EWGBRead scenarios
Coverage checklist
6 of 200 services have three or more published scenarios. Guides are added in reviewed batches.
| Service | Category | State |
|---|---|---|
| Defective Product | Defective / Counterfeit Goods | Queued for review |
| Counterfeit / Fake Goods | Defective / Counterfeit Goods | Queued for review |
| Unsafe Product / Recall | Defective / Counterfeit Goods | Queued for review |
| Misleading Advertising | Defective / Counterfeit Goods | Queued for review |
| Warranty / Guarantee Refusal | Defective / Counterfeit Goods | Queued for review |
| Paid But Not Delivered | Defective / Counterfeit Goods | Queued for review |
| Service Not As Described | Defective / Counterfeit Goods | Queued for review |
| Fake Reviews / Endorsement | Defective / Counterfeit Goods | Queued for review |
| Bait and Switch Pricing | Defective / Counterfeit Goods | Queued for review |
| Subscription Trap (Goods) | Defective / Counterfeit Goods | Queued for review |
| Software Licence Revoked | Digital Products & Software | Queued for review |
| Broken Digital Download | Digital Products & Software | Queued for review |
| In-App Purchase Dispute | Digital Products & Software | Queued for review |
| App Removed — Access Lost | Digital Products & Software | Queued for review |
| SaaS Billing Dispute | Digital Products & Software | Queued for review |
| Digital Content Refusal | Digital Products & Software | Queued for review |
| Account Banned Unfairly | Digital Products & Software | Queued for review |
| DLC / Add-On Not Delivered | Digital Products & Software | Queued for review |
| Cloud Storage / Data Loss | Digital Products & Software | Queued for review |
| NFT / Digital Asset Dispute | Digital Products & Software | Queued for review |
| Bank Account Frozen / Closed | Financial Services & Banking | Queued for review |
| Unauthorised Card Transaction | Financial Services & Banking | Queued for review |
| Mortgage Mis-selling | Financial Services & Banking | Queued for review |
| Insurance Claim Denied | Financial Services & Banking | 3 scenarios |
| Investment Mis-selling | Financial Services & Banking | Queued for review |
| Pension Transfer Dispute | Financial Services & Banking | Queued for review |
| Debt Collection Harassment | Financial Services & Banking | Queued for review |
| Credit Card Billing Dispute | Financial Services & Banking | Queued for review |
| PPI / Loan Insurance | Financial Services & Banking | Queued for review |
| Cryptocurrency Exchange | Financial Services & Banking | Queued for review |
| Wire Transfer / Remittance | Financial Services & Banking | Queued for review |
| Hidden / Unfair Bank Fees | Financial Services & Banking | Queued for review |
| Unfair Dismissal | Employment & Labour | 3 scenarios |
| Unpaid Wages / Wage Theft | Employment & Labour | Queued for review |
| Workplace Discrimination | Employment & Labour | Queued for review |
| Sexual Harassment at Work | Employment & Labour | Queued for review |
| Wrongful Termination | Employment & Labour | Queued for review |
| Redundancy / Layoff | Employment & Labour | Queued for review |
| Unsafe Workplace / Injury | Employment & Labour | Queued for review |
| Unpaid Overtime / Working Time | Employment & Labour | Queued for review |
| Maternity / Parental Leave | Employment & Labour | Queued for review |
| Misclassified Contractor | Employment & Labour | Queued for review |
| Workplace Bullying | Employment & Labour | Queued for review |
| Severance Pay Dispute | Employment & Labour | Queued for review |
| Tenancy Deposit Withheld | Housing & Property | 3 scenarios |
| Unlawful / Illegal Eviction | Housing & Property | Queued for review |
| Landlord Repairs Not Done | Housing & Property | Queued for review |
| Housing Discrimination | Housing & Property | Queued for review |
| Unfair Rent Increase | Housing & Property | Queued for review |
| Foreclosure / Repossession | Housing & Property | Queued for review |
| Leasehold / Freehold | Housing & Property | Queued for review |
| Anti-Social Behaviour | Housing & Property | Queued for review |
| Service Charge Dispute | Housing & Property | Queued for review |
| Housing Benefit Overpayment | Housing & Property | Queued for review |
| Data Breach Not Notified | Data Privacy & GDPR/LGPD | Queued for review |
| Right to Erasure Ignored | Data Privacy & GDPR/LGPD | Queued for review |
| Unwanted Marketing / Spam | Data Privacy & GDPR/LGPD | Queued for review |
| Cookie Consent Violation | Data Privacy & GDPR/LGPD | Queued for review |
| Subject Access Refused | Data Privacy & GDPR/LGPD | Queued for review |
| Unlawful Profiling | Data Privacy & GDPR/LGPD | Queued for review |
| Data Sold Without Consent | Data Privacy & GDPR/LGPD | Queued for review |
| Identity Theft / Fraud | Data Privacy & GDPR/LGPD | Queued for review |
| Online Order Non-Delivery | E-Commerce & Online Marketplace | Queued for review |
| Counterfeit Goods Online | E-Commerce & Online Marketplace | Queued for review |
| Online Refund Refused | E-Commerce & Online Marketplace | 3 scenarios |
| Marketplace Seller Scam | E-Commerce & Online Marketplace | Queued for review |
| Damaged Goods (Dropship) | E-Commerce & Online Marketplace | Queued for review |
| Price Gouging Online | E-Commerce & Online Marketplace | Queued for review |
| Fake Online Store | E-Commerce & Online Marketplace | Queued for review |
| Shipping Delay Compensation | E-Commerce & Online Marketplace | Queued for review |
| Returns Refused | E-Commerce & Online Marketplace | Queued for review |
| Marketplace Account Banned | E-Commerce & Online Marketplace | Queued for review |
| Flight Cancellation | Travel & Transport | 3 scenarios |
| Flight Delay | Travel & Transport | Queued for review |
| Lost / Delayed Baggage | Travel & Transport | Queued for review |
| Package Holiday Mis-sold | Travel & Transport | Queued for review |
| Hotel Overbooking | Travel & Transport | Queued for review |
| Car Hire Damage Overcharge | Travel & Transport | Queued for review |
| Train Delay Compensation | Travel & Transport | Queued for review |
| Travel Insurance Dispute | Travel & Transport | Queued for review |
| Broadband Outage | Telecommunications | 3 scenarios |
| Mobile Billing Error | Telecommunications | Queued for review |
| Unexpected Roaming Charges | Telecommunications | Queued for review |
| Number Porting Dispute | Telecommunications | Queued for review |
| Mis-sold Telecom Contract | Telecommunications | Queued for review |
| Silent / Nuisance Calls | Telecommunications | Queued for review |
| Police Misconduct | Civil Rights & Discrimination | Queued for review |
| Racial Profiling | Civil Rights & Discrimination | Queued for review |
| Disability Access Denied | Civil Rights & Discrimination | Queued for review |
| Religious Discrimination | Civil Rights & Discrimination | Queued for review |
| Gender Discrimination | Civil Rights & Discrimination | Queued for review |
| LGBTQ+ Discrimination | Civil Rights & Discrimination | Queued for review |
| Age Discrimination | Civil Rights & Discrimination | Queued for review |
| Education / School | Civil Rights & Discrimination | Queued for review |
| Voter / Electoral Rights | Civil Rights & Discrimination | Queued for review |
| False Arrest / Detention | Civil Rights & Discrimination | Queued for review |
| Public Service | Civil Rights & Discrimination | Queued for review |
| Inadequate Hate Crime Response | Civil Rights & Discrimination | Queued for review |
| Prisoner Rights | Civil Rights & Discrimination | Queued for review |
| Immigration / Asylum | Civil Rights & Discrimination | Queued for review |
| Medical Negligence / Malpractice | Health & Medical | Queued for review |
| Surgical Error / Complication | Health & Medical | Queued for review |
| Misdiagnosis / Delayed Diagnosis | Health & Medical | Queued for review |
| Medication / Prescription Error | Health & Medical | Queued for review |
| Birth Injury (Mother or Baby) | Health & Medical | Queued for review |
| Hospital-Acquired Infection | Health & Medical | Queued for review |
| Dental Negligence | Health & Medical | Queued for review |
| Mental Health Treatment Failure | Health & Medical | Queued for review |
| Care Home Neglect / Abuse | Health & Medical | Queued for review |
| Pharmaceutical / Drug Injury | Health & Medical | Queued for review |
| Vaccine Injury / Adverse Reaction | Health & Medical | Queued for review |
| Botched Cosmetic Surgery | Health & Medical | Queued for review |
| Ambulance Delay / Emergency Response Failure | Health & Medical | Queued for review |
| GP Failure to Refer / Diagnose | Health & Medical | Queued for review |
| Psychiatric Unit Restraint / Abuse | Health & Medical | Queued for review |
| Child Custody / Access Dispute | Family & Children | Queued for review |
| Divorce Financial Settlement | Family & Children | Queued for review |
| False Child Protection Allegation | Family & Children | Queued for review |
| Domestic Violence Protection Order | Family & Children | Queued for review |
| Child Support / Maintenance Dispute | Family & Children | Queued for review |
| Adoption Disruption / Dispute | Family & Children | Queued for review |
| Forced Marriage Protection | Family & Children | Queued for review |
| Institutional Child Abuse (Historic) | Family & Children | Queued for review |
| Foster Care Neglect / Abuse | Family & Children | Queued for review |
| Parental Alienation | Family & Children | Queued for review |
| Surrogacy Dispute | Family & Children | Queued for review |
| International Child Abduction | Family & Children | Queued for review |
| Asylum Claim Unfairly Refused | Immigration & Asylum | Queued for review |
| Visa / Entry Clearance Refusal | Immigration & Asylum | Queued for review |
| Unlawful Deportation Order | Immigration & Asylum | Queued for review |
| Citizenship Application Delay | Immigration & Asylum | Queued for review |
| Family Reunion Visa Refused | Immigration & Asylum | Queued for review |
| Immigration Detention Conditions | Immigration & Asylum | Queued for review |
| Work Permit / Sponsorship Refused | Immigration & Asylum | Queued for review |
| Indefinite Leave to Remain Delay | Immigration & Asylum | Queued for review |
| Charter Deportation Flight Rights | Immigration & Asylum | Queued for review |
| Statelessness / No Legal Status | Immigration & Asylum | Queued for review |
| Disability Benefit Refused | Benefits & Social Security | Queued for review |
| Disability Assessment Error | Benefits & Social Security | Queued for review |
| Benefit Sanction Unfair | Benefits & Social Security | Queued for review |
| Employment Support Allowance Dispute | Benefits & Social Security | Queued for review |
| Carer's Allowance Refused | Benefits & Social Security | Queued for review |
| Pension Credit Refused | Benefits & Social Security | Queued for review |
| Benefit Overpayment Demand (Wrong) | Benefits & Social Security | Queued for review |
| Social Security Decision Error | Benefits & Social Security | Queued for review |
| Housing Benefit Refused | Benefits & Social Security | Queued for review |
| Child Benefit Error / Stoppage | Benefits & Social Security | Queued for review |
| Attendance Allowance Refused | Benefits & Social Security | Queued for review |
| Welfare Overpayment Recovery Unfair | Benefits & Social Security | Queued for review |
| Energy / Gas Billing Error | Utilities & Energy | Queued for review |
| Water Supply Contamination | Utilities & Energy | Queued for review |
| Unfair Electricity Disconnection | Utilities & Energy | Queued for review |
| Energy Tariff Mis-Selling | Utilities & Energy | Queued for review |
| Broadband Installation Delay | Utilities & Energy | Queued for review |
| Solar Panel / Renewable Failure | Utilities & Energy | Queued for review |
| Boiler Installation Fault | Utilities & Energy | Queued for review |
| Smart Meter Billing Error | Utilities & Energy | Queued for review |
| Utility Price Hike (Unfair) | Utilities & Energy | Queued for review |
| Forced Prepayment Meter | Utilities & Energy | Queued for review |
| Tax Overpayment / Wrong Coding | Tax & Revenue | Queued for review |
| Tax Penalty Unfair / Wrong | Tax & Revenue | Queued for review |
| Self Assessment Error | Tax & Revenue | Queued for review |
| VAT Dispute | Tax & Revenue | Queued for review |
| Tax Refund Delay / Refusal | Tax & Revenue | Queued for review |
| Customs Seizure / Import Dispute | Tax & Revenue | Queued for review |
| Inheritance Tax Dispute | Tax & Revenue | Queued for review |
| Council Tax Banding Dispute | Tax & Revenue | Queued for review |
| Environmental Pollution / Contamination | Environment & Planning | Queued for review |
| Planning Permission Refused | Environment & Planning | Queued for review |
| Fly-Tipping / Illegal Dumping | Environment & Planning | Queued for review |
| Industrial / Commercial Noise Nuisance | Environment & Planning | Queued for review |
| Water Pollution / River Contamination | Environment & Planning | Queued for review |
| Air Quality / Emissions Breach | Environment & Planning | Queued for review |
| Tree Preservation Order Breach | Environment & Planning | Queued for review |
| Land Contamination / Brownfield | Environment & Planning | Queued for review |
| Road Traffic Accident Injury | Personal Injury & Negligence | Queued for review |
| Slip, Trip or Fall Injury | Personal Injury & Negligence | Queued for review |
| Workplace Accident Injury | Personal Injury & Negligence | Queued for review |
| Public Liability Injury | Personal Injury & Negligence | Queued for review |
| Product Liability Injury | Personal Injury & Negligence | Queued for review |
| Industrial Disease / Occupational Illness | Personal Injury & Negligence | Queued for review |
| Asbestos / Mesothelioma Exposure | Personal Injury & Negligence | Queued for review |
| Dog / Animal Bite Injury | Personal Injury & Negligence | Queued for review |
| Criminal Injury Compensation | Personal Injury & Negligence | Queued for review |
| Fatal Accident / Wrongful Death | Personal Injury & Negligence | Queued for review |
| School Admission Refused | Education & Schools | Queued for review |
| Special Educational Needs Provision Denied | Education & Schools | Queued for review |
| Unfair School Exclusion | Education & Schools | Queued for review |
| University Expulsion / Disciplinary | Education & Schools | Queued for review |
| Exam Maladministration / Error | Education & Schools | Queued for review |
| Student Finance / Loan Denied | Education & Schools | Queued for review |
| School Bullying Not Addressed | Education & Schools | Queued for review |
| Disability Accommodation Denied (Education) | Education & Schools | Queued for review |
| Wrongful Conviction / Miscarriage of Justice | Criminal Justice & Appeals | Queued for review |
| Fabricated Evidence / Police Corruption | Criminal Justice & Appeals | Queued for review |
| Excessive / Unlawful Sentence | Criminal Justice & Appeals | Queued for review |
| Parole / Early Release Unfairly Denied | Criminal Justice & Appeals | Queued for review |
| Criminal Injuries Compensation Refused | Criminal Justice & Appeals | Queued for review |
| Police Complaint Not Investigated | Criminal Justice & Appeals | Queued for review |
| Wrongful Arrest Compensation | Criminal Justice & Appeals | Queued for review |
Nothing is marked complete until the scenarios, figures and limitations have been checked against the sources shown on each page.