How we have helped

View success stories of how we have helped people in Northern Ireland.

We have helped thousands of consumers in Northern Ireland through our complaints handling and advice service and have returned millions of pounds to the pockets of local people. 

From airline compensation refunds to fixing electricity or water bill issues. Take a look at our case studies below to see how we could help you too.

Topic
31 success stories available
    • Energy

    Credit owed due to faulty gas meter

    Issue

    A consumer reached out to us after their faulty meter was replaced. They found that only a portion of their credit was refunded due to the perceived fault duration. 

    Action

    After digging deeper, we found out that the fault was only for a short time so the refunded credit should have been much more. 

    Resolution

    Our dedicated policy team is now working with the suppliers to ensure better information handling to avoid similar issues in the future. Thanks to our effort and investigation, the customer received a full credit refund, resolving the issue completely.

    • Transport

    Delayed flight meant missed connecting flights

    Issue

    A consumer travelled from Northern Ireland to Africa with his family on several connecting flights. The flight from Belfast was delayed meaning the following flights were missed. They were told on the return journey that their flights had been cancelled and were refused travel. 

    Action

    The consumer attempted to get back the flight costs and expenses from the airline but was unsuccessful.

    We submitted a complaint to the airline on behalf of the consumer. We outlined the issues they had experienced and provided any information needed. 

    Resolution

    The airlines involved issued a compensation payment and refund of the original fare, a total of over £5000.

     

    • Energy

    Electricity supplier communication error

    Issue

    A consumer was concerned about high electricity bills and was thought his supplier might be overcharging him. 

    Action

    After contacting us to explain, we started an investigation. We found out our consumer was one of the customers affected by a communication error by the supplier. The supplier apologised and issued compensation for the error. The supplier also agreed to waive an exit fee, allowing the consumer to switch to another supplier. 

    Resolution

    The consumer was happy to switch and find a more competitive rate for his electricity.

    • Transport

    Delayed flight due to unforeseen weather

    Issue

    A consumer who lives in Great Britain was flying into Belfast, but the flight was delayed. The airline claimed the delay was due to unforeseen weather and she was not given compensation. She then contacted Swissport directly to check the reason for the delay and they said there was no proof the delay was due to unforeseen weather.

    Action

    After contacting us to explain the situation, we contacted the airline directly to investigate the issue and seek compensation for the consumer.

    Resolution

    We successfully achieved compensation for the passengers involved. The consumer was extremely happy at the outcome.

    • Energy

    Problems contacting an electricity supplier

    Issue

    A consumer who was moving house had difficulty contacting her electricity supplier to let them know she was moving and to provide a final meter reading. 

    The consumer did not receive any reply from her supplier and the credit on her account had not been refunded as requested. After several attempts to contact her supplier, she contacted the Consumer Council for help. 

    Action

    By raising a formal complaint to the company, we got the problem sorted quickly.

    The supplier apologised for the difficulties that the consumer had when she tried to phone them via telephone.

    Resolution

    The account was closed and the money she had built up on her meter was refunded to her bank account. 

    The consumer also received a £35 goodwill gesture from the company. 

     

    • Transport

    Unable to fly due to health issues

    Issue

    A consumer's family member was very ill and unable to fly.  easyJet would only refund the money as a voucher.  It was unlikely the family member would be able to fly again due to the added costs associated with travelling to and from the hospital.

    Action

    The consumer contacted us for assistance with the easyJet voucher who contacted easyJet on behalf of the consumer.

    Resolution

    As a result, the consumer was given a full refund for their flight.

    • Energy

    Issues with electricity account and customer service

    Issue

    A consumer switched to a new supplier at the end of December 2022 and was offered a £100 credit incentive to join. However, this was never received. 

    Separately, the consumer said they had no contact from their supplier when prices increased in January 2023. In recognition of this, the supplier offered them £25 goodwill payment and allowed them to switch suppliers penalty-free for a period of time.

    The consumer switched supplier as per the offer but when they received their final bill, they had been charged an exit fee. The consumer tried to contact the supplier to raise both complaints but did not get a response.

    Action

    We raised a formal complaint on behalf of the consumer addressing the mismanagement of the account and the customer service issues. 

    The supplier apologised for its failure to apply the promised credits and waive the exit fee. The supplier also apologised for the poor level of customer service provided.

    Resolution

    In light of the customer service failings, the supplier agreed to refund the consumer the £100 that should have been provided at the start of the contract, they also refunded the exit fee that was charged in error and applied a further refund for the customer service failings. A total refund of £175 was provided to the consumer.

    • Energy

    Struggling to pay electricity debt

    Issue

    A very vulnerable consumer was struggling to afford his electricity. Despite getting emergency top-ups from the supplier, he was struggling to repay this debt alongside putting more money in the meter.

    Action

    We worked with the consumer to put a number of solutions in place, such as putting him in touch with other advice organisations, getting the consumer a foodbank voucher, and speaking directly with their energy supplier.

    Resolution

    As a result, the energy supplier wrote off £500 of debt. This meant he could top up his electricity without having deductions made. We also ensured the consumer had support from his local food bank. 

    • Transport

    KLM flight cancellation compensation

    Issue

    We were contacted by a family who had been trying to claim compensation for a KLM flight cancellation in July 2022. Although they raised the claim directly with KLM many times, the family were not compensated. KLM refused to accept responsibility for paying compensation as the flight in question was not directly operated by them.

    The family had even gone to an Alternative Dispute Resolution (ADR) body for help but without success.

    Action

    We investigated the flight cancellation on behalf of the family. We contacted KLM to request that compensation be paid along with reimbursement of hotel and transport costs. 

    We highlighted how the family had not been notified about the cancellation in advance of the flight and therefore should be paid compensation.

    Resolution

    KLM reviewed the case and agreed to pay compensation as well as the additional expenses incurred.

    As a result, the family received over £1,700.

    • Transport

    Problems with easyJet vouchers

    Issue

    A consumer had issues redeeming an easyJet voucher that she had been given due to COVID-19 cancellations. Despite trying to use the voucher online on a number of occasions, the voucher details were not accepted. 

    The consumer had contacted easyJet to raise the issue and it transpired that the code given to redeem the voucher was incorrect.  However, when the consumer tried to redeem the voucher online using the new code, the voucher still wasn’t accepted.

    Action

    The consumer was frustrated by the issue and contacted us for assistance. Due to the issues encountered in using the voucher, the costs of the flight had increased. 

    We contacted easyJet to raise a formal complaint on behalf of the consumer and asked them to waive the additional flight charges as a gesture of goodwill.

    Resolution

    EasyJet contacted the consumer and assisted her in booking the flight via telephone where she successfully redeemed the voucher.

     In recognition of the problems encountered, easyJet also waived the additional charges.

    • Energy

    Difficulty topping up with Budget Energy

    Issue

    A vulnerable consumer contacted us who had a prepay meter with Budget Energy. The consumer also had debt on the meter which was being recouped at 30%. The consumer had tried to top up three times which would not work and he had no electricity left on the meter.

    Action

    We contacted Budget Energy and explained the issue and were able to get the three top-ups put onto the meter for the consumer.

    Resolution

    After a discussion with Budget Energy we also were able to get the recoup percentage reduced to a more manageable level for the consumer.

    • Transport

    Airline could not transport a wheelchair

    Issue

    A consumer phoned a few days before they were due to fly to connect to a cruise liner.  There was an issue with the airline not being able to take the consumer’s wheelchair due to its weight.

    Action

    We researched the issue and noticed that other airlines were able to transport this particular weight of wheelchair without issue. We discussed our findings with the consumer who passed on the information to their travel agent.

    Resolution

    The airline agreed to change their policy and have increased the weight of wheelchairs they will carry.  The consumer was able to go on her holiday without having to change their flight and destination airport.

    • Transport

    Compensation following a cancelled flight

    Issue

    A consumer's flight from Belfast to Exeter with British Airways was cancelled. They had to book an alternative flight.

    The consumer had submitted a claim for compensation to British Airways but this was refused.

    Action

    The Consumer Council acted on behalf of the consumer and raised a formal investigation with British Airways.

    Resolution

    British Airways agreed to pay compensation to the consumer. 

    They also reimbursed additional expenses for the alternative flight, totalling over £800.

    • Private Car Parking

    Parking Charge Notices (PCN) in work *

    Issue

    A consumer had multiple Parking Charge Notices (PCN) from a private parking operator. The consumer was an employee at a shopping centre and had used the car park whilst at work. 

    Unfortunately, the consumer had not been made aware by their employer that there was a designated car park assigned for staff and that he should have used it to avoid getting a PCN.

    Action

    We acted on behalf of the consumer and liaised with the parking operator. We challenged the PCNs on the grounds that he was a staff member and had received them due to a failure by his employer to communicate the correct parking arrangements for staff. 

    Unfortunately, the parking operator would not accept the challenge and continued to pursue the PCNs via debt recovery action. We continued with our investigation and decided to liaise with the land owner/management company for the site to appeal the PCNs on the consumer's behalf.

    Resolution

    The landowner agreed that the staff member had received the PCNs through no fault of his own and instructed the parking operator to cancel the PCNs, saving the consumer £1,530.

    • Transport

    No special assistance for ferry journey

    Issue

     A family travelled to Scotland with Stenaline on its rail and sail package. One family member was a wheelchair user and needed accessible transport from the port onwards.

    However, when they arrived in Scotland, the bus was not accessible. As a result, the family had to return back to Belfast.

    Action

    The Consumer Council investigated the issue on behalf of the consumer with Stenaline. 

    Resolution

    Following our investigation, Stenaline offered the family a free trip for a car and five passengers to the value of over £600.

    The trip included entry to Stena Plus.

    • Transport

    Cancelled flight to Edinburgh

    Issue

    A couple's flight with easyJet from Belfast to Edinburgh was cancelled without explanation. The couple incurred additional hotel expenses at a cost of £119.

    Action

    We contacted easyJet to make a claim for compensation and expenses.

    Resolution

    The airline paid €250 compensation per passenger (€500 in total) including the hotel costs.

     

    • Transport

    Cancelled flight and extra accommodation costs

    Issue

    A consumer's easyJet flight from Alicante to Belfast was cancelled when he was at the airport. There was no airline staff available at the airport to assist them in booking another flight home. They had to stay in Alicante for an extra two days meaning more accommodation and food costs.

    Action

    The consumer submitted a compensation claim but this was refused by easyJet, so they contacted the Consumer Council for help.

    We raised a formal investigation with the easyJet.

    Resolution

    easyJet confirmed that compensation was due and the consumer received €400 as well as their expenses paid.

    • Transport

    Different reasons given for cancelled flight

    Issue

    A consumer's flight was delayed and then cancelled due to a member of the easyJet cabin crew team being absent. The consumer made a complaint but this was rejected by the airline as they claimed it was an 'extraordinary circumstance', with easyJet claiming adverse weather conditions.

    Action

    We raised an investigation with easyJet. There was conflicting information provided between the time of cancellation and the initial response to the compensation claim and it was known the airline had staff shortage issues.

     

    Resolution

    easyJet acknowledged that the consumer was due compensation and they paid €250.

  • Parking charge notices (PCNs) successfully appealed*

    Issue

    A consumer received two Parking Charge Notices (PCNs) in 2021. At the time of receiving them, they had appealed the PCNs but received no response. When he started to receive debt recovery letters he got concerned and tried to make contact with the parking operator but received no response.  He decided to make a formal complaint and sent the letter to the parking operator via recorded delivery.

    Despite his efforts, the parking operator did not respond. He continued to receive debt collection letters which caused him great anxiety and stress as they threatened legal action.

    Action

    We decided to take the case and contacted the British Parking Association (BPA) to report the parking operator for breaching its Code of Practice. They had failed to respond to the appeal made by the consumer within the 35 day timeframe outlined in BPA guidance. 

    We highlighted the poor customer service provided and how the formal complaint that was sent to the parking operator had also been ignored.

    Resolution

    The BPA investigated the matter and confirmed that the parking operator had breached its Code of Practice. As a result, both PCNs were cancelled. The BPA assured us that it was working with the operator to ensure that the failings were addressed and that measures would be taken to avoid the same issue reoccurring in the future.

    The consumer was delighted with the outcome and felt a great sense of relief when the PCNs were cancelled.

    • Energy

    Electric top-up error

    Issue

    A vulnerable family member of a consumer made a simple error when topping up his meter. The error effectively meant he had lost £90 and the supplier refused to refund this lost top-up.

    Action

    We contacted both the supplier and NIE Networks to investigate the complaint. 

    NIE Networks worked alongside us and went over and beyond their call of duty to get the information required for the case to prove that the top-up had not been used or added to the meter. 

    Resolution

    We presented this information to the supplier and had the lost top-up refunded within hours. 

    Both consumers were extremely thankful for the help that was provided and the outcome achieved.

    • Transport

    €1600 compensation for flight disruption

    Issue

    After seeing our advertising in Belfast City Airport, a consumer sent us details of a flight cancellation/re-schedule by Ryanair back in August 2019, including a copy of his EU claim form. 

    Ryanair ignored all requests for compensation and did not respond to his claim through the small claims court. The reason given for no compensation was extraordinary circumstances due to a pilots' strike.

    Action

    We carried out research and found out that the High Court had agreed with The Civil Aviation Authority’s interpretation of legislation.

    Ryanair could not class flight disruption due to a strike by their own pilots as an exceptional circumstance. Ryanair had been told to pay out compensation. Therefore we agreed to assist the family and we raised a formal complaint on the family’s behalf.

    Resolution

    As a result of our assistance, Ryanair agreed to pay €400 compensation per passenger in compensation, totalling €1600 for the family.

    • Energy

    Unable to top up gas after switching supplier

    Issue

    A consumer was having difficulty with their Natural Gas supplier. They had recently switched and were unable to top up their meter leaving the consumer without gas. 

    Unfortunately, the supplier failed to take the necessary action with the gas distribution company to resolve the issue. As a result the consumer was without gas for longer than necessary.

    Action

    We contacted Phoenix Natural Gas on the consumer's behalf. 

    Resolution

    The consumer’s meter was fixed that day, restoring heat to their home. 

    With further investigation, we also obtained compensation for the consumer from her supplier for the customer service failings encountered.

  • Private parking charge notice wrongly issued*

    Issue

    A consumer received a Private Parking Charge for Tim Horton’s car park in Coleraine. The PCN had been issued for overstaying the 60 minute time limit. 

    However, the time limit as per the car park signage was actually 2 hours and therefore the PCN had been issued incorrectly.

    Action

    We contacted the private parking company and appealed the PCN on behalf of the consumer.

    Resolution

    The PCN was cancelled and the consumer did not have to pay.

  • Wrong car on a private parking charge*

    Issue

    A consumer received a private parking charge from a private parking company. 

    This parking charge contained an image of the consumer’s car entering the car park in question but presented an entirely different car leaving the car park.

    Action

    We contacted the parking company and appealed the parking charge. 

    Resolution

    We were successful in our appeal and had the parking charge cancelled. The consumer was extremely happy with the outcome and praised our services.