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 128312 results
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Decision Reference DRN-4919337
29 Jul 2024 West Bay Insurance Plc UpheldInsuranceDRN-4919337 The complaint Mr and Mrs M complain about how West Bay Insurance Plc (“West Bay”) settled a claim they made on their home insurance policy following a fire at a neighbouring property. West Bay are the underwriters of this policy, i.e. the insurer. Part of this complaint con... (6 pages)View decision -
Decision Reference DRN-4931466
29 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4931466 The complaint Mr J has complained about his car insurer Advantage Insurance Company Limited regarding its handling of a claim made against his policy by a third-party and its refusal to offer renewal of the policy. What happened Advantage was notified by a third-party of an... (2 pages)View decision -
Decision Reference DRN-4893162
29 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4893162 The complaint Mr E and Mrs E complain that HSBC UK Bank Plc hasn’t refunded them in relation to a coat purchased from a retailer which was faulty. What happened In November 2021 Mr E purchased a coat from a retailer for £192 using his John Lewis Partnership Card provided via... (3 pages)View decision -
Decision Reference DRN-4834226
29 Jul 2024 Salary Finance Limited UpheldConsumer CreditDRN-4834226 The complaint Ms M complained that Salary Finance Limited (“Salary Finance”) irresponsibly granted her three personal loans (in January 2019, May 2021, and February 2022) that she couldn’t afford to repay. What happened Ms M took out the first loan in January 2019. The amou... (5 pages)View decision -
Decision Reference DRN-4811914
29 Jul 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4811914 The complaint Mr M has complained about administrative issues he experienced with Aviva Life & Pensions UK Limited when he was trying to switch funds in which he was invested within his pension plan. What happened The investigator who considered this matter set out the b... (5 pages)View decision -
Decision Reference DRN-4927363
29 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4927363 The complaint Mr B complains about Admiral Insurance (Gibraltar) Limited (“Admiral”) for delays in its response and the settlement sum it has offered on his claim. He wants Admiral to increase his settlement to more closely match what he paid for repair work. What happened ... (4 pages)View decision -
Decision Reference DRN-4935586
29 Jul 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4935586 The complaint Ms P is unhappy with the way in which Great Lakes Insurance UK Limited handled a claim made on her travel insurance policy – including the assistance she received whilst abroad after she was injured. All reference to Great Lakes includes its agents and the med... (4 pages)View decision -
Decision Reference DRN-4897358
29 Jul 2024 Premier Underwriting Ltd UpheldInsuranceDRN-4897358 The complaint Mrs A complains about the settlement provided by Premier Underwriting Ltd (Premier) following the total loss of her car, under her motor insurance policy. What happened Mrs A was involved in a car accident. She made a claim to Premier, which it accepted. It tol... (3 pages)View decision -
Decision Reference DRN-4934668
29 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4934668 The complaint Mrs T and Mr S complain that when Mrs T made a claim on her motor insurance policy’s windscreen cover, U K Insurance Limited (‘UKI’) and its agent provided very poor service. What happened Mrs T made the claim for a cracked windscreen on 3 August 2023. The nex... (3 pages)View decision -
Decision Reference DRN-4881957
29 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4881957 The complaint Misis A has complained about the service provided by Royal & Sun Alliance Insurance Limited (‘RSA’) following her claims for damage under her home insurance policy. For the avoidance of doubt, the term RSA includes its agents and contractors for the purpose... (5 pages)View decision