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 364862 results
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Decision Reference DRN-5262152
16 Jan 2025 West Bay Insurance Plc UpheldInsuranceDRN-5262152 The complaint Mrs N and Mr N are unhappy with the length of time it took West Bay Insurance Plc (West Bay) to repair their vehicle after they submitted a claim under their motor insurance policy. As Mr N is the policyholder, and for ease, I’ve referred to him throughout. Wha... (4 pages)View decision -
Decision Reference DRN-5219186
16 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5219186 The complaint Mr M and Mr M complain that Ageas Insurance Limited declined a claim for roof damage under their home insurance policy. The policy is in the name of Mr M and Mr M as policyholders. But for ease of reading, I’ll refer to only ‘Mr M’ throughout. What happened T... (4 pages)View decision -
Decision Reference DRN-5263996
16 Jan 2025 Markel International Insurance Company Limited UpheldInsuranceDRN-5263996 The complaint Mrs S’s complaint is about the refusal of a claim under a landlord’s ‘rent and legal protection’ insurance policy with Markel International Insurance Company Limited. Mrs S is represented by her sibling in this complaint but for ease I will refer to Mrs S thro... (5 pages)View decision -
Decision Reference DRN-5226601
16 Jan 2025 Plum Fintech Limited Not upheldBanking and PaymentsDRN-5226601 The complaint Mr C complains that Plum Fintech Limited (PFL) wouldn’t allow him to open a cash ISA as it didn’t support open banking with his bank account provider. What happened Mr C explains that when he applied on 12 August 2024, he was unable to proceed. And he was told ... (2 pages)View decision -
Decision Reference DRN-5231881
16 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5231881 The complaint Ms R complains that Lloyds Bank PLC won’t accept the ID documents she has sent to it in order to reopen accounts which have been made dormant. What happened Ms R had a current and savings account with Lloyds which had been inactive since November 2018. Accordin... (3 pages)View decision -
Decision Reference DRN-5245194
16 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5245194 The complaint X’s complaint is about a claim he made on his Royal & Sun Alliance Insurance Limited (‘RSA’) legal expenses insurance policy, which RSA declined. X says RSA treated him unfairly and wants them to put things right by covering his legal costs. What happened X... (3 pages)View decision -
Decision Reference DRN-5265120
16 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5265120 The complaint Mr E complained because HSBC UK Bank Plc refused to refund him for cash machine withdrawals which he said he didn’t authorise. What happened Between 24 May 2024 and 3 June, there were multiple cash withdrawals from Mr E’s HSBC account. There were 18 £250 with... (4 pages)View decision -
Decision Reference DRN-5265158
16 Jan 2025 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-5265158 The complaint Mrs S complains that Dignity Funerals Limited won’t provide add-ons to her funeral plan that she purchased from her previous provider. What happened Mrs S held a funeral plan with a company I’ll call C. The plan was paid for in full. Mrs S also paid £2,100 for... (3 pages)View decision -
Decision Reference DRN-5215747
16 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5215747 The complaint Ms H complains that Royal & Sun Alliance Insurance Limited (RSA) declined her property insurance claim. What happened Ms H moved into a new property and took out a home insurance policy with RSA. A home survey was conducted, and the surveyor identified an ... (4 pages)View decision -
Decision Reference DRN-5265338
16 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5265338 The complaint Mr I is unhappy with the total loss settlement Admiral Insurance (Gibraltar) Limited (Admiral) paid when he made a claim under his car insurance policy. What happened Mr I held car insurance through Admiral. The policy booklet explained in the event of a claim... (3 pages)View decision
