A game. Real cases, names removed
Be an adjudicator
Play the adjudicator. Each file is a real case that an ombudsman, a tribunal or another decision-maker decided. Read both sides, ask for the evidence you would want, then make the call, and see whether you and the decision-maker agree.
- Read the complaint, the answer to it and the evidence in the file.
- Stay neutral if you need to: ask for more evidence. Two requests on a Level 1 file, three on a thicker one.
- Decide, then see the ruling and what other players made of it.
0 pts
A new case every Monday. The newest is marked.
- Case 1 of 19Level 1 · The file · about 5 minutesThe phone that went overboardMobile phone insuranceNot yet decided
- Case 2 of 19Level 1 · The file · about 5 minutesThe double deductionCar insurance · a write-offNot yet decided
- Case 3 of 19Level 1 · The file · about 5 minutesThe weekend the bank went darkCurrent accountNot yet decided
- Case 4 of 19Level 1 · The file · about 5 minutesFaster than the car can goCar insurance · a telematics policyNot yet decided
- Case 5 of 19Level 1 · The file · about 5 minutesTwo drinks or two bottlesCard payment · a chargebackNot yet decided
- Case 6 of 19Level 1 · The file · about 5 minutesFive loans, one lenderHome credit loansNot yet decided
- Case 7 of 19Level 1 · The file · about 5 minutesThe offer taken backDebt collection · a credit card debtNot yet decided
- Case 8 of 19Level 1 · The file · about 5 minutesThe broker who stopped answeringBank transfers · an investment scamNot yet decided
- Case 9 of 19Level 1 · The file · about 5 minutesThe long way homeTravel insurance · a flight cancelled by a conflictNot yet decided
- Case 10 of 19Level 2 · The thick file · about 10 minutesTwo buses to the branchA bank account · reopening a dormant accountNot yet decided
- Case 11 of 19Level 2 · The thick file · about 10 minutesThree minutes in the shopA council parking ticket · a voucher bayNot yet decided
- Case 12 of 19Level 2 · The thick file · about 10 minutesThe fare that never cameA council parking ticket · waiting where loading is bannedNot yet decided
- Case 13 of 19Level 3 · Docketory's own files · about 15 minutesYears after the tenancyCouncil tax · a liability order and enforcement agentsNot yet decided
- Case 14 of 19Level 3 · Docketory's own files · about 15 minutesWhose bill is it?Council tax · a company tenant, a director's nameNot yet decided
- Case 15 of 19Level 3 · Docketory's own files · about 15 minutesThe door, the floor and the cleaningA short-stay letting · a host's damage claimNot yet decided
- Case 16 of 19Level 1 · The file · about 5 minutesThe holiday on the credit fileA mortgage · a repayment holiday on a credit fileNot yet decided
- Case 17 of 19Level 2 · The thick file · about 10 minutesA wheelchair outside the bankA council parking ticket · a loading banNot yet decided
- Case 18 of 19Level 2 · The thick file · about 10 minutesTime to thinkLife assurance · two policies sold by phoneNot yet decided
- Case 19 of 19Level 1 · The file · about 5 minutesThe letters that kept comingBank account · letters addressed to a customer who had diedNot yet decided
Your rank rises with every case where you agree with the decision
| Trainee adjudicator | 0 to 7 of 19 |
|---|---|
| Adjudicator | 8 to 14 of 19 |
| Senior adjudicator | 15 to 18 of 19 |
| Ombudsman | 19 of 19 |
| Sharp question bonus | +25, +50 or +75 pts by level |
| The right award band | +50 pts |
What is fair and reasonable is a judgement. The ombudsman gives one; people who read the same file often give another, and this game is about how people weigh the same facts, not about being right. Built from cases the Financial Ombudsman Service and other bodies have published, and from Docketory's own files, rewritten in our own words with every name removed. Docketory is not connected with any of them, and this game is not advice on your own case.