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 119923 results
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Decision Reference DRN-4449735
22 Nov 2023 BISL Limited UpheldInsuranceDRN-4449735 The complaint Mrs T has complained about the service she received from BISL Limited’s agent, who I’ll refer to as C, when she contact BISL for help with a claim under her car insurance policy. And the impact this has had on her mentally and practically. What happened Mrs T’s c... (2 pages)View decision -
Decision Reference DRN-4413147
22 Nov 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4413147 The complaint Mr L complains that Aviva Life & Pensions UK Limited failed to pay him some pension benefits in a timely manner. What happened Mr L has been assisted in making his withdrawal request, and in presenting his complaint, by his financial advisor. But in this decis... (3 pages)View decision -
Decision Reference DRN-4463723
22 Nov 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4463723 The complaint Ms A’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Ms A says C&G treated her unfairly and wants her claim to be paid. What happened In January 2023 Ms A ... (3 pages)View decision -
Decision Reference DRN-4469733
22 Nov 2023 QIC Europe Ltd UpheldInsuranceDRN-4469733 The complaint Mr S complains about how QIC Europe Ltd (“QIC”) dealt with a claim he made on his motor insurance policy. QIC is the underwriter of this policy, i.e. the insurer. Throughout the claim Mr S was also dealing with other companies who act as QIC... (4 pages)View decision -
Decision Reference DRN-4276871
22 Nov 2023 esure Insurance Limited UpheldInsuranceDRN-4276871 The complaint Mr H has complained about esure Insurance Limited’s decision to accept a third party claim under his car insurance policy and record him as being at fault for the incident. What happened In September 2021 Mr H said he was involved in a collision with another vehic... (4 pages)View decision -
Decision Reference DRN-4458200
22 Nov 2023 FMG Support (FIM) Ltd UpheldInsuranceDRN-4458200 The complaint A limited company, which I will refer to as R, complains about the service provided by FMG Support (FIM) Ltd in relation to its commercial motor insurance claim. What happened The following is intended only as a brief summary of events. R held a motor fleet insura... (2 pages)View decision -
Decision Reference DRN-4433692
22 Nov 2023 BUPA Insurance Limited UpheldInsuranceDRN-4433692 The complaint Mr D complains about how BUPA Insurance Limited dealt with his claim against a group, 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 D has memb... (3 pages)View decision -
Decision Reference DRN-4420962
22 Nov 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4420962 The complaint Miss M complains about how Astrenska Insurance Limited (“Astrenska”) dealt with a claim she made on her insurance policy for her damaged laptop. Astrenska is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions ... (4 pages)View decision -
Decision Reference DRN-4427919
22 Nov 2023 The Equine and Livestock Insurance Company Limited UpheldInsuranceDRN-4427919 The complaint Ms Y complains about the amount the Equine and Livestock Insurance Company Limited (“ELICO”) trading as the Insurance Emporium paid when she made a claim on her horse insurance policy. What happened Ms Y bought a horse for £9,000. She obtained a certificate of exa... (3 pages)View decision -
Decision Reference DRN-4471347
22 Nov 2023 Retail Money Market Ltd UpheldConsumer CreditDRN-4471347 The complaint Miss R complains Retail Money Market Ltd trading as RateSetter lent to her irresponsibly. What happened In July 2017, Miss R took out a loan with RateSetter. It was for £15,000 and due to be repaid over 60 months. A fee of £2,070 was added to the capital, and her ... (3 pages)View decision
