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 361839 results
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Decision Reference DRN-4731115
29 Nov 2024 Marsh Finance Limited UpheldConsumer CreditDRN-4731115 The complaint Miss M complains about the quality of a used car she acquired through a hire purchase agreement with Marsh Finance Limited (‘Marsh’). She says the car needed to go back to the garage several times for repairs and so it wasn’t of satisfactory quality. She thinks... (4 pages)View decision -
Decision Reference DRN-5176977
29 Nov 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5176977 The complaint Mr P complains about the way Inter Partner Assistance SA (“IPA”) has handled a claim made under his travel insurance policy. Any reference to IPA includes the actions of its agents. What happened Mr P took out a travel insurance policy in June 2022. In Januar... (2 pages)View decision -
Decision Reference DRN-4853075
29 Nov 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4853075 The complaint Mr and Mrs R complain that Northern Bank Limited, trading as Danske Bank (‘Danske’), won’t refund them the money they lost after they fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both pa... (6 pages)View decision -
Decision Reference DRN-5033838
28 Nov 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5033838 The complaint Mrs K and Mr R have complained that Inter Partner Assistance SA (IPA) declined a claim for cancellation that they made on a travel insurance policy. What happened Mrs K and Mr R were due to take a trip abroad beginning on 11 August 2023. However, Mrs K became ... (3 pages)View decision -
Decision Reference DRN-5127880
28 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5127880 The complaint Mrs B complains about how AXA Insurance UK Plc (‘AXA’) dealt with a claim she made under her property owners buildings insurance policy. AXA are the underwriters (insurers) of this policy. Much of Mrs B’s dissatisfaction arose out the actions of agents acting o... (3 pages)View decision -
Decision Reference DRN-5144021
28 Nov 2024 CIGNA Europe Insurance Company SA-NV Not upheldInsuranceDRN-5144021 The complaint Mr D has complained that his private medical insurance policy with CIGNA Europe Insurance Company SA-NV was terminated following its withdrawal from the market. Mr D is represented but for simplicity I shall just refer to representations as having been made by ... (3 pages)View decision -
Decision Reference DRN-5167501
28 Nov 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5167501 The complaint Mr and Mrs M have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy and about delays with the claims process. What happened Mr and Mrs M were on a trip abroad in September 2023 when their daughter became ... (3 pages)View decision -
Decision Reference DRN-5030921
28 Nov 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5030921 The complaint Mr V complained Scottish Widows Limited (Scottish Widows) has not offered him adequate compensation for an investment error on his pension policy. He would like Scottish Widows to increase its offer of compensation for this error. What happened I have reviewe... (5 pages)View decision -
Decision Reference DRN-5122508
28 Nov 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5122508 The complaint Mrs W has complained that Inter Partner Assistance SA (IPA) unfairly dealt with a claim under a home emergency policy. What happened Mrs W contacted IPA to send a roofer when water leaked through her bathroom ceiling. IPA sent a contractor. The cost of the rep... (3 pages)View decision -
Decision Reference DRN-5171870
28 Nov 2024 Openwork Limited Not upheldInsuranceDRN-5171870 The complaint Mrs A complained about Openwork Limited trading as The Openwork Partnership (Openwork). Her daughter, Mrs R said Openwork gave them poor financial advice about Mrs A’s existing investments, and then went on to recommend an investment that was unsuitable. She wo... (12 pages)View decision
