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 121262 results
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Decision Reference DRN-4527328
29 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4527328 The complaint Mr L is unhappy with the service provided by West Bay Insurance Plc (West Bay) following a claim he made on his motorbike insurance policy. What happened Mr L purchased a new motorbike in February 2022 for £2,300. Mr L took out a motorbike insurance policy with We... (3 pages)View decision -
Decision Reference DRN-4542033
29 Jan 2024 Euroins AD UpheldInsuranceDRN-4542033 The complaint Mr and Mrs G complaint that there had been further delays by Euroins AD in settling a claim they made on their travel insurance policy. What happened Mr G became unwell whilst on holiday abroad in June 2022. They complained about the assistance they received and E... (2 pages)View decision -
Decision Reference DRN-4551985
29 Jan 2024 Citibank UK Limited UpheldBanking and PaymentsDRN-4551985 The complaint Mr F complaint relates to Citibank UK Limited’s decision to close his US dollar account and its level of customer service in assisting him in transferring the balance from the account. What happened Citibank wrote to Mr F in May 2023 to tell him that following a r... (3 pages)View decision -
Decision Reference DRN-4433246
29 Jan 2024 Quidie Limited UpheldConsumer CreditDRN-4433246 The complaint Mr H complains that Quidie Limited irresponsibly lent to him. What happened Quidie lent Mr H one loan in December 2021, the loan was for £250 repayable in four instalments. The highest repayment was around £99. The account is in arrears as Mr H has been unable to ... (2 pages)View decision -
Decision Reference DRN-4586326
29 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4586326 The complaint Mrs N is unhappy that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost to what she believed to be a scam. Mrs N in bringing her complaint to our service is being represented. For ease of reading, I will refer to Mrs N throughout my decision. What happened... (5 pages)View decision -
Decision Reference DRN-4553502
29 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4553502 The complaint Mr and Ms W are unhappy because they don’t think AWP P&C SA fairly settled a claim they made on their travel insurance policy. What happened Mr and Ms W were on holiday when Ms W’s purse was stolen. She claimed for cash, a gift card and two rings which she’d p... (3 pages)View decision -
Decision Reference DRN-4584378
29 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4584378 The complaint Mr M complains about the way Aviva Insurance Limited has dealt with a claim on his legal expenses insurance policy. Except where otherwise stated, any references I make to Aviva Insurance Limited includes its agents and claims handlers acting on its behalf. What h... (3 pages)View decision -
Decision Reference DRN-4379942
29 Jan 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4379942 The complaint Mr B and Ms A have complained about Casualty and General Insurance Company (Europe) Ltd’s (Casualty and General’s) decision to decline a claim they made under their building warranty policy. What happened Mr B and Ms A have brought a complaint about a claim they m... (4 pages)View decision -
Decision Reference DRN-4586238
29 Jan 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4586238 The complaint Mrs H has complained about her property insurer AXA Insurance UK Plc regarding a subsidence claim. Mrs H has often been represented by her brother-in-law, Mr H. But as this is Mrs H’s complaint, and for ease of reading, in the main I’ll refer only to Mrs H. What h... (5 pages)View decision -
Decision Reference DRN-4586222
29 Jan 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-4586222 The complaint Mr H has complained about his taxi insurer Sabre Insurance Company Limited because part way through the policy year it said it would have to cancel his cover. What happened Mr H had a policy with Sabre which was due to expire on 10 December 2023. In September Sabr... (3 pages)View decision
