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 121479 results
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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 -
Decision Reference DRN-4522276
15 Jan 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4522276 The complaint Mr S complains that Assurant General Insurance Limited failed to repair his phone properly following a claim on his mobile phone insurance policy and has now said he must make a further claim and pay another excess. Where I refer to Assurant, this includes its age... (2 pages)View decision -
Decision Reference DRN-4558990
15 Jan 2024 MS Amlin Insurance SE UpheldInsuranceDRN-4558990 The complaint Mr C has complained about MS Amlin Insurance SE’s decision to turn down his claim under his Motor Insurance policy for fire damage to his digger. What happened Mr C’s digger caught fire whilst he was using it. It was badly damaged and Mr C made a claim under his p... (3 pages)View decision -
Decision Reference DRN-4557781
15 Jan 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4557781 The complaint Mr J complains the advice Aviva Life & Pensions UK Limited (“Aviva”) gave was unsuitable because the bond it advised him to invest in was an onshore not an offshore bond. What happened In 2007 on advice received from Aviva, Mr J invested around £60,000 given b... (4 pages)View decision -
Decision Reference DRN-4557929
15 Jan 2024 Motability Operations Limited UpheldConsumer CreditDRN-4557929 The complaint Mr C has complained about the way Motability Operations Limited (MO) administered a hire agreement he’d taken out to acquire a car. Mr C has been represented in bringing this complaint but, to keep things simple, I’ll refer to Mr C throughout. What happened The ci... (4 pages)View decision -
Decision Reference DRN-4250093
15 Jan 2024 RBS Collective Investment Funds Limited UpheldInvestmentsDRN-4250093 The complaint Miss Y complains that RBS Collective Investment Funds Limited (RBS) failed to process a withdrawal request made in April 2022, resulting in an investment loss when the funds were withdrawn some months later. Miss Y wants RBS to provide redress to reflect the drop ... (5 pages)View decision
