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

    Electric bill in arrears

    Issue

    A consumer queried their high electricity usage as their bill always seemed to be in arrears and they could not understand how the usage was so high.

    Action

    We contacted the supplier directly and got 24 months history of the consumers bills. 

    When we reviewed the bills we noticed the consumer had been underpaying for their usage for a number of months. The supplier also failed to set up the consumer's direct debit.

    Resolution

    The supplier fixed the issue and as a gesture of goodwill, the supplier gave the consumer a £50 credit voucher and set up a new payment plan.

  • 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.

    • Water

    Business water bill was too expensive

    Issue

    A local business got in touch regarding their water bill. The property's water bill was unmeasured meaning their water bill was based on the Net Annual Value (NAV) of the property resulting in higher costs for their usage.

    Action

    We contacted Northern Ireland Water and arranged for a number of investigations to be completed.

    Resolution

    Northern Ireland Water installed a meter at the property and refunded the bill amount to the business. 

    This benefitted not only the business that made the first contact but also various other businesses in the area.

    • Energy

    No home heating for 12 weeks

    Issue

    A consumer was having gas installed at her home but had been without heat for 12 weeks due to miscommunication.

    This was also having a negative impact on her financial situation.

    Action

    We contacted the company in question and successfully had the connection restored.

    Resolution

    The consumer also received a goodwill payment from the company for the impact the error had on her financially.

    • Transport

    Aer Lingus changed a flight

    Issue

    A consumer's flight from Belfast to London with Aer Lingus had been amended by the airline. 

    The new flight did not suit the consumer and he found it extremely difficult to get in contact with the airline.

    Action

    Aer Lingus processed the refund and the consumer was happy with the quick outcome received.

    Resolution

    We contacted Aer Lingus on the consumer’s behalf and received a response on the same day. 

     

    • Energy

    Estimated bills due to meter not being read

    Issue

    A consumer struggled to read her gas meter over a period of time which meant she received a number of estimated gas bills. 

    She had contacted her supplier a number of times to inform them of this but unfortunately her meter was never read.

    Action

    We contacted the supplier on behalf of the consumer and we were able to arrange for the consumer's meter to be read regularly.

    Resolution

     This meant the consumer was able to manage her household budget more effectively.

    • Transport

    Holiday cancelled due to COVID-19

    Issue

    A family holiday was cancelled due to the COVID-19 pandemic. The consumer had booked her holiday through the online travel agent, OPODO. 

    The consumer got in touch with us because she had struggled for months to get in touch with OPODO.

    Action

    We do not usually have remit to deal with complaints against online tour operators and travel agents but got in touch with OPODO anyway.

    Resolution

    After contacting OPODO, we were able to arrange a full refund back to the consumer.