UK Consumer Dispute Sectors

Subscriptions

Auto-renewal after free trial not clearly communicated — subscription trap; Price increase mid-contract without adequate notice; Cancellation process deliberately complex or refused

Data Protection / GDPR / Privacy

SAR refused/delayed; Right to erasure; Data breach compensation; Unlawful processing; Children's data; Special category data; ADM profiling

Marketing / Nuisance Calls / Spam

TPS-registered number called; Automated robocalls; Email spam without consent; Cookie consent failures; Silent calls

Online Platforms — Content Moderation

Illegal content not removed; Lawful content wrongly removed; Account suspension; CSAM; Terrorist content; Age verification failures

Social Media Disputes

Hacked account recovery; Defamation; Harassment; NCII (deepfakes); Impersonation; Investment scam via platform; Marketplace fraud

AI Services

AI hallucination defamation; Deepfake misuse; Discriminatory AI decision; AI training data (consent); Agentic AI purchases; Subscription traps

Cloud Storage / Lost Data

Data lost by provider; Account deleted unexpectedly; Security breach; Sync errors; SLA breaches; Vendor lock-in

Cybersecurity / Scams (Non-APP)

Identity theft; Romance scams; Account takeover; Investment fraud; Phishing/smishing; Boiler room fraud; Clone firm fraud

Tech / SaaS / App Subscriptions

App not as described; Auto-renewal subscription trap; Cancellation difficulties; Free trial conversion; Children's in-app purchases; Digital content defect

APP Fraud - PSR Mandatory Reimbursement

APP scam - PSR mandatory reimbursement refused (post-Oct 2024)

APP Fraud - Recovery Failure

Bank failed to recall misdirected payment in time

APP Fraud - Warning Failures

Bank failed to provide adequate fraud warning before payment

BNPL (Buy-Now-Pay-Later)

Merchant refund not reflected - installments still demanded; No affordability check - consumer over-indebted; Late fee / charge not disclosed at checkout

Bailiffs - High Court Enforcement

Fees charged in excess of Taking Control of Goods (Fees) Regs 2014; Taking exempt goods (tools of trade; medical equipment)

Banking - Current Accounts

Account frozen (AML/KYC); Account closure / debanking without notice; Unauthorised faster payment / misdirected payment; Direct debit taken without authority; Unauthorised overdraft fees (post-FCA 2020 reforms)

Banking - Savings Accounts

ISA transfer delay (cash ISA); Rate misrepresentation - introductory rate; Fixed-term penalty / early access; FSCS misrepresentation

Credit Cards

Section 75 claim refused (Consumer Credit Act 1974 s.75); Persistent debt - bank failed to intervene (CONC 6.7); Credit limit increase without affordability check (CONC 5.2A); Fraudulent/unauthorised transaction - refund refused; Wrongful default marker on credit file

Credit Reference Agencies

Wrongful default marker - settled debt not updated; Wrongful CIFAS fraud marker; Subject Access Request refused / incomplete

Crypto

Misleading financial promotion - risk warning absent (post-Oct 2023); Exchange frozen funds - AML review; Crypto investment scam - pig butchering / romance

Debt Collection

Pursuing statute-barred debt (Limitation Act 1980 s.5); Harassment - excessive contact (CONC 7.9); Contact during Breathing Space moratorium; Pursuing wrong individual / identity error

Insurance - GAP

GAP claim refused / insufficient payout

Insurance - Home

Claim repudiated - flood/subsidence exclusion

Insurance - Income Protection

Claim declined - definition of incapacity (own vs. any occupation)

Insurance - Life / Critical Illness

Claim declined - non-disclosure or condition definition

Insurance - Motor

Claim repudiated - non-disclosure; Write-off undervaluation; Renewal premium loyalty penalty (GIPP)

Insurance - Travel

Claim declined - pre-existing medical condition

Investments - Advice

Unsuitable investment advice (COBS 9.2)

Investments - CFD/FX

CFD - inadequate appropriateness assessment (COBS 10)

Investments - Platform

Platform outage - unable to trade during volatile market

Money Transfer / E-Money

Account frozen - AML review funds inaccessible; International transfer not received / delayed beyond T+1; APP fraud via e-money platform - reimbursement refused

Mortgages

Mis-sold interest-only mortgage; Mortgage prisoner - trapped on SVR; Premature repossession - forbearance not exhausted (MCOB 13); Broker fee not disclosed; Tracker rate - floor clause dispute

Pensions - Annuity

Annuity mis-selling - enhanced annuity not offered

Pensions - DB Transfer

Unsuitable advice to transfer out of defined benefit scheme

Pensions - SIPP

Exotic investments placed in SIPP without due diligence

Pensions - Workplace

Auto-enrolment failure by employer

Personal Loans

Irresponsible lending - no affordability check (CONC 5.2); Early settlement quote error (CCA 1974 s.97); Payday loan - interest cap breach (HCSTC); Default notice served incorrectly (CCA 1974 s.87); Continuous payment authority (CPA) misuse - payday loans

Accountants

Tax return errors, late filing penalties, incorrect accounts, VAT/payroll advice errors, bill disputes, confidentiality breaches, fraud/AML failings (unregulated practitioners)

Barristers

Advocacy quality, advice (opinion) quality, costs/overcharging, delay, conduct (dishonesty/conflict/confidentiality), public access direct instruction disputes

Beauty / Spa / Hair Salons

Chemical hair damage (bleaching/colouring burns), haircut not as requested, scalp burns/allergic reactions, hair extension damage, nail/lash/brow injuries, waxing burns, spa treatment injuries, hygien

Care Homes & Domiciliary Care (Adults)

Quality of care (pressure sores/falls/medication), safeguarding (abuse/financial exploitation), fees and funding disputes (self-funders), end-of-life care, staffing levels

Childcare — Nurseries & Childminders

EYFS standards/quality of care, supervision failures/injuries, financial disputes (deposit/refund/notice), 15/30 hours top-up charges, nursery closures

Children's Social Care / Fostering / Adoption

Looked-after children placement quality, foster carer support/allegations, adoption delays, child protection investigation disputes, EHCP/SEND, leaving care

Cosmetic Surgery & Aesthetics

Botox/filler complications, vascular occlusion/blindness, non-surgical BBL complications, outcome disappointment, refund disputes, unlicensed practitioners, counterfeit products

Dating Sites & Adult Services

Subscription cancellation difficulty, auto-renewal without clear consent, free trial → paid conversion, account suspension without reason, fake profiles/bots, romance fraud/catfishing, virtual currenc

Florists / Photographers / Caterers (Life Events — non-wedding)

Photography delivery failure, flower non-delivery/wrong order, catering quality/quantity/dietary failures, food poisoning, booking deposit disputes

Funeral Directors & Funeral Plans

Body dignity/handling, unexpected charges, service below specification, at-need communication, pre-paid plan not honoured, mis-selling of plan, provider insolvency

Gambling

Sports betting disputes (voided bets/winnings not paid), online casino (winnings withheld/KYC/account closure), self-exclusion/GAMSTOP failures, affordability check disputes, bonus/promotional terms,

Gyms & Fitness Clubs

Minimum term/cancellation disputes, auto-renewal, annual price increases, debt collection harassment, admin fees, cooling-off period denial, equipment/facilities failures, class cancellations, persona

Holiday Lets — Airbnb / Vrbo / Booking.com

Property not as described/photos misleading, cleanliness below standard, missing amenities, last-minute host cancellation, security deposit withheld unfairly, safety failures (gas/fire/electrical), pl

Hospitality — Hotels / Restaurants / Bars

Hotel room not as described/overbooking, cleanliness/maintenance, food quality/food poisoning, allergen failures (Natasha's Law), overcharging/billing errors, discrimination (Equality Act), unexpected

NHS Services — Primary Care / Hospitals / Mental Health / Ambulance

Misdiagnosis/delayed diagnosis, clinical treatment errors, access/appointment, staff attitude/communication, medication errors, surgical complications, maternity, mental health care, A&E triage

Opticians

Incorrect prescription/spectacle quality, clinical negligence (delayed diagnosis), refractive eye surgery outcome, contact lens supply, refund disputes

Personal Trainers & Coaches

Service quality (coaching below described level), injury from improper exercise programming, prepaid sessions not delivered, refund refusal on unused session blocks, false qualification claims

Pets — Pet Shops & Breeders (non-insurance)

Sick/diseased puppy or kitten shortly after purchase (CRA s.9 not fit for purpose), misrepresentation of breed/age/health, unlicensed breeder (Lucy's Law breach), Kennel Club registration forged, depo

Pharmacy

Dispensing errors (wrong drug/dose/patient), advice failures, supply/access issues, online pharmacy delivery, professional conduct

Private Dentistry

Clinical treatment (82% of cases — dentures/implants/aligners/crowns), access to care (+384% 2024), costs/billing, behaviour, fitness to practise

Private Healthcare — Hospitals & Clinics

Complaints handling (largest ISCAS category), consultant/medical care, clinical complications, unexpected charges, consent failures

Schools — State & Academy

Teaching quality/progress, SEND (EHCP delays/provision failures), exclusions (fair process), bullying/safeguarding, admissions, academy ESFA funding

Solicitors

Delay/failure to progress, failure to advise properly, costs disputes (overcharging/no estimate), professional misconduct, conveyancing errors, personal injury (limitation failure/undersettlement), im

Tutoring & Private Training Providers

Tutor quality/credentials, prepaid sessions not delivered, refund refusal, course not as described, qualification not delivered, false accreditation claims

Universities & Higher Education

Academic appeals (47% of caseload — degree classification/extenuating circumstances), course quality/teaching hours, student services/mental health, accommodation, fees/refunds, conduct/disciplinary,

Veterinary Services

Standards of care (misdiagnosis/surgical errors/post-op complications), communication/expectations, costs/unexpected charges, end-of-life care, fitness to practise

Wedding Venues & Suppliers

Venue cancellation/unavailability/insolvency, photographers/videographers (delivery failure/quality), caterers (quality/dietary/no-show), florists (wrong flowers/non-delivery), wedding dress (wrong/la

Builders and Tradespeople

Poor workmanship — not to reasonable standard (CRA s.49); Deposit paid — work not commenced or abandoned; Cost overruns — final bill higher than quote

Double Glazing / Windows / Doors

High-pressure in-home sales — cooling-off right not honoured; Draught/water ingress post installation; Misting between panes — installer refuses warranty claim

Kitchens and Bathrooms

Poor installation workmanship; Custom goods delivered not matching design/spec; Delays causing consumer to be without kitchen/bathroom

Removals

Goods damaged during transit; Items lost or left behind; No-show on removal day / late causing chain failure

Solar Panels / Heat Pumps / Insulation

Mis-selling — misleading energy savings estimates; Poor installation — heat pump undersized/incorrect; Installer ceased trading — warranty impossible

Conveyancing Solicitors

Poor communication and failure to update client (24%); Delay and failure to progress (23%); Failure to advise on title/lease issues (19%)

Estate Agents (Sales)

Withholding/not passing on offers (EAA s.21); Misleading property description (CPRs); Fee disputes and tied services (EAA s.22)

Letting Agents

Unlawful fees charged (TFA 2019); Deposit not protected / unfair deductions (HA 2004); Repairs failures during tenancy

New-Build Homes

Snagging list not addressed pre/post completion; Completion delays causing financial loss; Misrepresentation of show home vs actual spec

Private Landlords (PRS)

Illegal eviction / harassment; Failure to repair (damp/mould); Deposit not protected (HA 2004 s.213)

Social Landlords / Housing Associations

Damp and mould / Awaab's Law failures (from 27 Oct 2025); Repairs not completed in reasonable time; Complaint handling maladministration

Surveyors

Homebuyer Report defects — missed visible defects; Mortgage valuation undervaluation; Building Survey failure — structural/subsidence missed

Central Government Departments

PIP assessments; UC errors; PAYE coding; Self-assessment delays; DVLA licence delays; Home Office visa service; MOT

Courts & Tribunals Administration

Listing delays; Lost documents; Portal failures; Judicial misconduct; Fee remission errors; Bailiff conduct

Immigration & Asylum

Visa processing delays; BRP errors; eVisa failures; Asylum decision delays; Enforcement conduct; Deportation challenges

Local Councils — Service Complaints

Planning decisions; Refuse collection; Schools admissions; Parking PCN; Council tax; Business rates; FOI; Housing repairs; SEND

Police Complaints

Excessive force; Failure to investigate; Discriminatory conduct; Stop and search; Deaths in custody; Corruption

Prison & Probation

Cell conditions; Healthcare access; IEP decisions; Probation recall; Property loss; Deaths in custody (auto-investigated)

Faulty Electricals and White Goods

Faulty goods within 30 days — retailer refuses full refund; Retailer routes to extended warranty rather than statutory rights; Repair taking too long — right to final reject not honoured

Furniture Retailers

Defective goods — structural failure / upholstery peeling within expected lifespan; Delivery delays — living without furniture; Custom/bespoke items not to specification and no refund right

High Street Retail

Faulty goods — refund refused within 30 days; Store policy wrongly refusing refund (no statutory right to change mind in-store); Misleading sale pricing ('was/now' claims)

Online Marketplaces

Item not received — delivery failure by third-party seller; Item significantly not as described / counterfeit; Platform dispute tool decision disputed — A-to-Z / MBG rejected

Online Retail

Goods not received — courier delivery failure; 14-day cooling-off refused by retailer; Goods faulty — short-term right to reject refused

Ticket Resale

Mandatory additional charges not shown at checkout — CMA active enforcement Nov 2025; Invalid or counterfeit tickets — venue refuses entry; Event cancelled — resale platform refund policy

Used Goods / Secondhand

Item not as described (private seller misrepresentation); Platform guarantee claim — eBay/Vinted dispute resolution; Counterfeit goods sold as genuine

Background-Check / DBS Disputes

Inaccurate police information on certificate; Spent conviction wrongly disclosed; Filtering error; Name/DOB errors on certificate; Delays preventing employment start

Benefits & Tax Credits

PIP assessment errors; UC calculation/sanctions; ESA disputes; State pension errors; WASPI; Tax credit overpayments; Migration from legacy benefits

Births / Marriages — Registration

Birth registration delays; Certificate errors; Marriage notice delays; Registrar conduct; Certificate copy requests

Charities

Misleading fundraising; Trustee misconduct; Financial mismanagement; Grant disputes; Donation misuse

Citizenship / Nationality

Naturalisation delays; Good character refusal; Absences calculation errors; Windrush corrections; Deprivation of citizenship appeals

Crowdfunding / Donations

Investment platform failure; Mis-selling / inadequate risk disclosure; Rewards crowdfunding non-delivery; Charitable crowdfunding fraud; P2P lending wind-down

Death Registration / Probate

Death certificate errors; Probate processing delays; Letters of Administration errors; MyHMCTS portal failures; Contested wills/estates

Driving Licence & Vehicle Issues

Driving licence processing delays; Medical fitness-to-drive disputes; V5C errors; SORN errors; Personalised plate transfers; Driving test complaints; MOT result appeal

NFTs / Crypto Consumer Disputes

Exchange collapse / funds frozen; NFT rug-pull; Misleading financial promotion; Pig-butchering romance scam; Clone firm crypto fraud; CGT disputes (HMRC)

Passport / Visa

Passport processing delays; Incorrect passport details; Visa refusal (admin error); BRP not received; eVisa access failures; Priority service failures

Recruitment Agencies — Jobseekers

Jobseeker fees charged (prohibited); Withheld pay; Misrepresentation of jobs; AWR equal treatment; Discriminatory shortlisting; NMW underpayment; Umbrella company deductions

Religious Organisations

Trustee misconduct; Safeguarding/abuse; Financial mismanagement; Employment disputes; Discrimination (limited EA2010 exemptions)

Sports Governance

Selection disputes; Anti-doping sanctions; Disciplinary misconduct; Safeguarding; NGB rule breaches; Funding decisions

Tax Disputes

PAYE coding errors; Tax rebate delays; Self-assessment penalties; VAT repayment delays; R&D credit delays; Incorrect HMRC advice

Trade Unions

Union election irregularities; Unjustified member discipline/expulsion; Failure to account for funds; Ballot rules

Voting & Elections

Wrongful removal from electoral register; Postal vote failures; Photo ID rejection (since 2023); Returning officer conduct; Campaign spending irregularities; Electoral fraud

Aviation — Airlines / Airports / Holiday Flights

Aviation — Airlines / Airports / Holiday Flights

Bus & Coach

Bus & Coach

Cruises

Cruises

Driving Schools

Driving Schools

Energy — Gas & Electricity Supply

Energy — Gas & Electricity Supply

Package Holidays & Travel Agents

Package Holidays & Travel Agents

Parking — Council / Local Authority

Parking — Council / Local Authority

Parking — Private Operators (BPA/IPC)

Parking — Private Operators (BPA/IPC)

Post & Parcels

Post & Parcels

Rail — TOCs and GBR Transition

Rail — TOCs and GBR Transition

Taxis & Ride-Share

Taxis & Ride-Share

Telecoms — Broadband / Mobile / Landline / Pay TV

Telecoms — Broadband / Mobile / Landline / Pay TV

Vehicle Hire / Rental

Vehicle Hire / Rental

Water & Sewerage

Water & Sewerage