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 125399 results
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Decision Reference DRN-4736629
12 Apr 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4736629 The complaint Mrs W has complained about the quality of a car she acquired under a hire purchase agreement with NIIB Group Limited trading as Northridge Finance (NIIB). What happened To summarise, Mrs W acquired a used car under a four-year hire purchase agreement with NIIB in ... (4 pages)View decision -
Decision Reference DRN-4710349
12 Apr 2024 Amtrust Europe Limited UpheldInsuranceDRN-4710349 The complaint Mr B complains that Amtrust Europe Limited unfairly refused to fund a claim under his legal expenses insurance policy. Where I refer to Amtrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened In March 2... (3 pages)View decision -
Decision Reference DRN-4484060
12 Apr 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-4484060 The complaint Mr J complains about Computershare Investor Services PLC (‘Computershare’), He says that Computershare sold his share incentive plan shares without his knowledge, and without warning him that it planned to do this. What happened Mr J initially complained about an ... (4 pages)View decision -
Decision Reference DRN-4719007
12 Apr 2024 Wakam UpheldInsuranceDRN-4719007 The complaint Mr G has complained about his property insurer, Wakam. He made a claim when items were stolen from his shed, but Wakam said it was avoiding the policy (treating it as though it had never existed) and declining the claim. What happened Mr G arranged cover with Waka... (2 pages)View decision -
Decision Reference DRN-4724223
11 Apr 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4724223 The complaint Mr and Mrs P have complained that Accredited Insurance (Europe) Limited (‘Accredited’) declined their claim for accidental damage under their home insurance policy. What happened Mr and Mrs P noticed damage to a section of their kitchen worktop in June 2023. This ... (4 pages)View decision -
Decision Reference DRN-4507727
11 Apr 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4507727 The complaint Mr M complains American Express Services Europe Limited (“Amex”) hasn’t treated him fairly when he disputed a payment for a purchase made using his credit card which he says he didn’t receive. What happened It’s not necessary to go into large amounts of detail as ... (3 pages)View decision -
Decision Reference DRN-4616292
11 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4616292 The complaint Mr and Mrs M are unhappy that Royal & Sun Alliance Insurance Limited (RSA) delayed progressing their claim. Mr and Mrs M had home insurance, including home emergency cover, in joint names. Because he brought the complaint, for ease of reading I’ll refer just t... (3 pages)View decision -
Decision Reference DRN-4705752
11 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4705752 The complaint Mrs B complains about how esure Insurance Limited trading as Sheilas’ Wheels (“esure”) handled a claim under her car insurance policy. What happened In June 2023 Mrs B was involved in a collision with a third-party vehicle. The third-party accepted responsibility ... (2 pages)View decision -
Decision Reference DRN-4630042
11 Apr 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4630042 The complaint Mr and Mrs H are unhappy with the settlement made by Great Lakes Insurance SE when they claimed on their travel insurance policy. What happened Mr H was hospitalised whilst abroad. He contacted his insurer for assistance but ultimately Mr and Mrs H had to pay for ... (3 pages)View decision -
Decision Reference DRN-4685916
11 Apr 2024 AWP P&C S.A. UpheldInsuranceDRN-4685916 The complaint Mr A has complained that AWP P&C SA is responsible for poor customer service and delays in settling a claim he made on a travel insurance policy. What happened Mr A was abroad in April 2023 when he was unfortunately mugged. The claim on his policy had two elem... (3 pages)View decision
