We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 369228 results
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Decision Reference DRN-5203765
15 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5203765 The complaint Mr C complains about how Ageas Insurance Limited (Ageas) dealt with a claim under his motor insurance policy for the theft of his motorcycle. References to Ageas in this decision include their agents. This decision covers Mr C’s complaint to this Service in S... (3 pages)View decision -
Decision Reference DRN-5218032
15 Jan 2025 One Insurance Limited Not upheldInsuranceDRN-5218032 The complaint Mr S’s representative complains on his behalf that One Insurance Limited (One Insurance) didn’t fairly consider new evidence that was provided to support a previously declined claim on his motor insurance policy. References to Mr S, or his representative, will... (2 pages)View decision -
Decision Reference DRN-5257979
15 Jan 2025 Carole Nash Insurance Consultants Ltd Not upheldInsuranceDRN-5257979 The complaint Mr C complains about how his broker, Carole Nash Insurance Consultants Ltd trading as Express Insurance Service (Express) sold a motor insurance policy for his motorcycle. References to Express in this decision include their agents. This decision covers Mr C’... (4 pages)View decision -
Decision Reference DRN-5196909
15 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5196909 The complaint Mrs M has complained about her property insurer Royal & Sun Alliance Insurance Limited because it refused to cover the cost of scaffolding and a replacement gutter at her home. What happened Mrs M had water come in through her lounge ceiling. She notified ... (2 pages)View decision -
Decision Reference DRN-5161001
15 Jan 2025 Personal Touch Financial Services Ltd UpheldMortgagesDRN-5161001 The complaint Miss P complains that after she engaged an appointed representative of Personal Touch Financial Services Ltd to source a mortgage she found herself paying a higher rate of interest than she agreed to. What happened Miss P used an appointed representative of Per... (2 pages)View decision -
Decision Reference DRN-4866645
15 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4866645 The complaint Mr C complains, via a representative, that Wise Payments Limited (“Wise”) won’t refund the money he lost to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr C met a per... (3 pages)View decision -
Decision Reference DRN-4860232
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4860232 The complaint Mr C complains, via a representative, that Revolut Ltd (“Revolut”) won’t refund the money he lost to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr C met a person thr... (3 pages)View decision -
Decision Reference DRN-5207262
15 Jan 2025 Hadron UK Insurance Company Limited Not upheldInsuranceDRN-5207262 The complaint W, a limited company which manages a property, has complained about the property’s insurer Hadron UK Insurance Company Limited. Hadron declined a claim W made for a boundary wall damaged by a tree falling on it during a storm. W has been represented in this co... (2 pages)View decision -
Decision Reference DRN-5085474
15 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5085474 The complaint Mr R and Mrs R have complained that Legal and General Assurance Society Limited (L&G) declined a critical illness claim. What happened The background to this complaint isn’t in dispute. Mr and Mrs R took out a critical illness policy through an independent ... (3 pages)View decision -
Decision Reference DRN-5175956
15 Jan 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5175956 The complaint Miss G complains that Zurich Insurance Company Ltd declined her claim against her travel insurance policy. What happened Miss G took out an annual travel insurance policy with a start date in August 2023. On 28 June 2024, Miss G’s was returning from a trip whe... (2 pages)View decision
