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 121074 results
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Decision Reference DRN-4551678
15 Jan 2024 Wakam UpheldInsuranceDRN-4551678 The complaint Mrs C complains that Wakam unfairly increased her pet insurance premium. Wakam is the insurer for Mrs C’s policy and is responsible for this complaint. My references to Wakam include its agents and claim handlers acting on its behalf. What happened Mrs C had a lif... (4 pages)View decision -
Decision Reference DRN-4537257
15 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4537257 The complaint Mrs T complains that Santander UK Plc (Santander) won’t refund money she lost in an investment scam. What happened Mrs T is represented by a third-party firm of solicitors, but I will refer to her as the complainant. What Mrs T says: Mrs T had recently moved house... (6 pages)View decision -
Decision Reference DRN-4551326
15 Jan 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4551326 The complaint Mrs H is unhappy with the service she received from Red Sands Insurance Company (Europe) Limited when she made a claim on her travel insurance policy. What happened Mrs H had an accident whilst abroad and injured her wrist. She required surgery on it. Mrs H was un... (2 pages)View decision -
Decision Reference DRN-4546897
15 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4546897 The complaint Mr B complains that he needed a new boiler after U K Insurance Limited (UKI) attended to carry out an emergency repair. Mr B had home emergency insurance underwritten by UKI, which provided cover for plumbing and heating. Any reference to UKI includes its agents. ... (6 pages)View decision -
Decision Reference DRN-4534356
15 Jan 2024 Tandem Motor Finance Limited UpheldConsumer CreditDRN-4534356 The complaint Miss U complains that Tandem Motor Finance Limited trading as Oplo didn’t do enough before agreeing to lend to her as the loan wasn’t affordable. What happened In March 2018, Miss U acquired a car when she entered into a Hire Purchase agreement with Oplo. The cash... (4 pages)View decision -
Decision Reference DRN-4533820
15 Jan 2024 Vitality Health Limited UpheldInsuranceDRN-4533820 The complaint Mr G complains about how Vitality Health Limited dealt with claims against his private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr G has a Vitality... (3 pages)View decision -
Decision Reference DRN-4533817
15 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4533817 The complaint Mr M has complained about the settlement offered by Advantage Insurance Company Limited after he made a claim for theft under his contents insurance policy. What happened Mr M made a claim to Advantage after his home was burgled in October 2022. Various items of j... (2 pages)View decision -
Decision Reference DRN-4558847
15 Jan 2024 Euroins AD UpheldInsuranceDRN-4558847 The complaint Miss B complains about the way that Euroins AD has settled a claim she made on a travel insurance policy. What happened Miss B was abroad on a back-packing trip. Unfortunately, her bag was stolen and so she made a claim on her travel insurance policy. Her claim in... (5 pages)View decision -
Decision Reference DRN-4535414
15 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4535414 The complaint Miss V is unhappy with how Advantage Insurance Company Limited handled a claim under her motor insurance policy. Any reference to Advantage includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’v... (2 pages)View decision -
Decision Reference DRN-4537195
15 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4537195 The complaint Miss W has complained that Admiral Insurance (Gibraltar) Limited’s (‘Admiral’) offer to settle a claim under a home insurance policy was unfair. What happened Miss W made a claim for a ring specified on her Admiral policy. Admiral considered the claim and found th... (3 pages)View decision
