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 365917 results
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Decision Reference DRN-5282670
23 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5282670 The complaint Mr R complains about that UK Insurance Limited (‘UKI’)’s roadside recovery agent damaged his car when he made a claim on his breakdown cover. Mr R’s policy was sold and is administered by an insurance intermediary on UKI’s behalf, and all his correspondence has... (4 pages)View decision -
Decision Reference DRN-5199586
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5199586 The complaint Mr L complains about the way in which Aviva Insurance Limited handled and settled a claim he made under his home emergency policy following an escape of water. He says he experienced a delay in the repair that was undertaken, which led to his property sustainin... (6 pages)View decision -
Decision Reference DRN-5197563
23 Jan 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5197563 The complaint Ms A, Mr R1 and Mr R2 complain that Great Lakes Insurance SE declined a travel insurance claim. My references to Great Lakes include its agents. What happened Mr R1 had an annual multi-trip travel insurance policy under which Ms A and Mr R2 were also insured. ... (3 pages)View decision -
Decision Reference DRN-5105225
23 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5105225 The complaint Mrs N complains that Revolut Ltd didn’t protect her from an investment recovery scam. What happened In mid-2022 Mrs N fell victim to two investment scams. In 2023, Mrs N was contacted by someone claiming she was owed a £20,000 refund. Mrs N downloaded screensha... (3 pages)View decision -
Decision Reference DRN-5214421
23 Jan 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5214421 The complaint Mrs G complains that Great Lakes Insurance UK Limited (“Great Lakes”) unfairly declined a claim on a pet insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a dog, born in 2015. From 22 August 2023, Mrs G had th... (3 pages)View decision -
Decision Reference DRN-5108456
23 Jan 2025 Utmost Life and Pensions Limited Not upheldInvestmentsDRN-5108456 The complaint Mr B complained about Utmost Life and Pensions Limited (ULP). He said he has an investment plan with it, that has underperformed. He said ULP should compensate him for the poor performance of the plan. What happened Mr B took out an investment plan in 1987 fro... (5 pages)View decision -
Decision Reference DRN-5282320
23 Jan 2025 Unum Ltd UpheldInsuranceDRN-5282320 The complaint Mr K has complained that Unum Ltd has declined a claim he made under his employer’s group income protection policy. What happened Mr K’s policy provides cover for Mr K’s own occupation. Benefit will paid after a deferred period of 104 weeks if the policy defini... (4 pages)View decision -
Decision Reference DRN-5101395
23 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5101395 The complaint Mr H and Mrs N complain that Barclays Bank UK PLC didn’t do enough to protect their funds when Mrs N fell victim to an investment scam. What happened In mid-2022 Mrs N fell victim to an investment scam. In 2023, Mrs N was contacted by someone claiming she was o... (3 pages)View decision -
Decision Reference DRN-5245306
23 Jan 2025 Call Assist Ltd Not upheldInsuranceDRN-5245306 The complaint Miss C complained about how Call Assist Ltd handled her claim under her motor breakdown insurance policy. What happened Miss C’s car broke down due to a problem with its clutch. Call Assist’s agent, a recovery operator, took it away to a garage for repair. But ... (3 pages)View decision -
Decision Reference DRN-5236618
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5236618 The complaint Miss L is unhappy that HSBC UK Bank Plc declined her request to write her balances off on medical grounds. What happened Miss L requested a write off of her overdraft, personal loan and credit card on medical grounds. HSBC declined the request and offered Miss ... (2 pages)View decision
