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 122183 results
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Decision Reference DRN-4575764
23 Jan 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4575764 The complaint Miss C complains that Great Lakes Insurance SE has turned down a missed departure claim she made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the ke... (3 pages)View decision -
Decision Reference DRN-4534523
23 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4534523 The complaint Miss B has complained that Admiral Insurance (Gibraltar) Limited declined a subsidence claim made on her home insurance policy. What happened As the circumstances of this complaint aren’t in dispute, I’ll summarise what’s happened. In 2022, Miss B noticed a small... (3 pages)View decision -
Decision Reference DRN-4573788
23 Jan 2024 TICORP Ltd UpheldInsuranceDRN-4573788 The complaint Mr and Mrs S have complained that TICORP Ltd (trading as Avanti) mis-sold a travel insurance policy to them. What happened Mr and Mrs S bought an annual multi trip travel insurance policy through Avanti. They are unhappy that Avanti made a mistake when the policy ... (3 pages)View decision -
Decision Reference DRN-4564996
23 Jan 2024 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-4564996 The complaint Mr D complains that Somerset Bridge Insurance Services Limited trading as Go Skippy (Somerset) unfairly cancelled his motor insurance policy. For ease, any reference to Somerset includes the actions of its agent. What happened The circumstances of this complaint a... (4 pages)View decision -
Decision Reference DRN-4575106
23 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4575106 The complaint Mr and Mrs R complain about the way Aviva Insurance Limited dealt with a claim they made under their home emergency insurance policy for a drainage problem. Mr R has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to Aviva include... (4 pages)View decision -
Decision Reference DRN-4552104
23 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4552104 The complaint Mrs K complains NewDay Ltd said she’d need a mobile phone if she wanted to carry on using her credit card. What happened Mrs K says she’d had a John Lewis credit card for several years and found it useful as she shopped at Waitrose on a regular basis meaning she e... (3 pages)View decision -
Decision Reference DRN-4537184
23 Jan 2024 Aon UK Limited UpheldPensions and AnnuitiesDRN-4537184 The complaint Mr C complained Aon UK Limited (Aon) caused a significant delay to the transfer of his pension benefits to his SIPP, leading to a financial loss in terms of a reduced transfer value and costs associated with late access to a tax free lump sum. He is seeking compen... (6 pages)View decision -
Decision Reference DRN-4572306
23 Jan 2024 Marsh Finance Ltd UpheldConsumer CreditDRN-4572306 The complaint Mrs H is complaining that Marsh Finance Limited (MFL) shouldn’t have lent to her – she says the lending was unaffordable. A representative has brought her complaint to us but for ease I’ve written as if she’s dealt with us directly. What happened In March 2020, Mr... (4 pages)View decision -
Decision Reference DRN-4312640
23 Jan 2024 Gain Credit LLC UpheldConsumer CreditDRN-4312640 The complaint Miss M complaints Gain Credit LLC trading as Drafty (“Drafty”) gave her lines of credit and increased her credit limit without carrying out sufficient checks. What happened Miss M was granted five credit facilities and a summary of her facilities can be found in t... (7 pages)View decision -
Decision Reference DRN-4548548
23 Jan 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-4548548 The complaint Mr C is unhappy with treatment he received which was funded by a loan from Healthcare Finance Limited (‘HFL’). What happened The background facts of this case are well known to the parties so I won’t repeat these in detail here. Mr C agreed dental treatment from a... (4 pages)View decision
