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 364766 results
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Decision Reference DRN-5246733
27 Jan 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5246733 The complaint Mr D complains about the increase to the cost of his private medical insurance policy with BUPA Insurance Limited (‘Bupa’). He’s also unhappy with the service he received from Bupa after contacting it to discuss the increased premium. What happened In 2024, Mr... (2 pages)View decision -
Decision Reference DRN-5288072
27 Jan 2025 AJ Bell Management Limited UpheldInvestmentsDRN-5288072 The complaint Mr T complains that AJ Bell Management Limited (“AJ Bell”) provided him with misleading information regarding a sell order he placed in his Self-Invested Personal Pension “SIPP”). What happened Mr T holds a SIPP with AJ Bell. He placed a sell order at 4:48am on... (4 pages)View decision -
Decision Reference DRN-5190865
27 Jan 2025 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5190865 The complaint Mr N complains that Zilch Technology Limited has not removed negative information from his credit file and his account remains open. What happened Mr N says that Zilch agreed to the above as a result of a previous complaint with this service. He says that, alt... (2 pages)View decision -
Decision Reference DRN-5028847
27 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5028847 The complaint Mr and Mrs B complain about the way AXA Insurance UK Plc has handled a claim they made under their home insurance policy. Mr B has primarily dealt with the complaint so, for ease of reading, I’ll mostly refer to him. What happened The circumstances aren’t in ... (5 pages)View decision -
Decision Reference DRN-5208596
27 Jan 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5208596 The complaint Ms F is unhappy that Inter Partner Assistance SA (IPA) declined a claim made on her annual, multi-trip, ‘standard’ travel insurance policy. All reference to IPA includes its agents. What happened The details of this complaint are well known to both parties, s... (3 pages)View decision -
Decision Reference DRN-5288016
27 Jan 2025 Brightside Insurance Services Limited UpheldInsuranceDRN-5288016 The complaint Mr B and Mrs B complain about Brightside Insurance Services Limited (“BISL”) and the way their home insurance premium renewal, and cancellation, was handled. Mr B has acted as the main representative during the claim and complaint process. So, for ease of refer... (4 pages)View decision -
Decision Reference DRN-5287988
27 Jan 2025 QIC Europe Ltd UpheldInsuranceDRN-5287988 The complaint Miss M complained about the poor way in which QIC Europe Ltd managed her home insurance claim and the delays it caused. She didn’t think the settlement offer for her claim was fair. What happened Following a burst pipe in her home, QIC accepted Miss M’s claim t... (4 pages)View decision -
Decision Reference DRN-5147985
27 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5147985 The complaint Miss C complains that TSB Bank plc (“TSB”) held her liable for a failed cash withdrawal. What happened Miss C explained that her partner was using her debit card to do some shopping. He then tried to withdraw cash from an automated teller machine (ATM). Miss C ... (4 pages)View decision -
Decision Reference DRN-5276822
27 Jan 2025 Motors Insurance Company Limited UpheldInsuranceDRN-5276822 The complaint Mr T complains that Motors Insurance Company Limited trading as Car Care Plan Insurance (“Car Care Plan”) declined part of his claim under his car warranty insurance policy. What happened Mr T had a warranty insurance policy with Car Care Plan covering his car.... (3 pages)View decision -
Decision Reference DRN-5217216
27 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5217216 The complaint Mrs K has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. They also closed her account. What happened In August 2023 Lloyds blocked Mrs K’s account. They believed she was potentially a beneficiary of ... (3 pages)View decision
