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-4877862
27 Jun 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4877862 The complaint Miss A complains about the settlement offer made by Fortegra Europe Insurance Company Ltd after she made a claim under her furniture protection insurance policy. She’s also unhappy with Fortegra’s handling of the claim. What happened The details of this complaint ... (2 pages)View decision -
Decision Reference DRN-4834850
27 Jun 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4834850 The complaint Mr L complains Assurant General Insurance Limited has failed to repair his mobile phone after he made a claim on his mobile phone insurance and has unfairly voided his repair warranty. What happened The background to this complaint is well known to the parties so ... (3 pages)View decision -
Decision Reference DRN-4803527
27 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4803527 The complaint Mr C has complained that, after he made a claim under a buildings insurance policy, a contractor appointed by Royal & Sun Alliance Insurance Limited (RSA) caused further damage to his property. He is also unhappy with the service he received. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-4873481
27 Jun 2024 Euroins AD UpheldInsuranceDRN-4873481 The complaint Mr and Mrs H have complained that Euroins AD declined a claim they made on a travel insurance policy. They have also complained about poor claims handling. What happened Mr and Mrs H took out the annual travel insurance policy in March 2022. In September 2022 the... (4 pages)View decision -
Decision Reference DRN-4720840
27 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4720840 The complaint Mr A says One Insurance Limited provided very poor service after he made a claim on his motor insurance policy and took far too long to process the claim. What happened Mr A had an accident in his car on 15 June 2023. Mrs A reported the claim the same day and Mr A... (3 pages)View decision -
Decision Reference DRN-4782770
27 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4782770 The complaint Mr R complains about the amount Aviva Insurance Limited paid to settle his claim on his car insurance policy. What happened Mr R’s car was stolen so he made a claim on his car insurance policy with Aviva. Aviva accepted the claim and initially valued Mr R’s car at... (3 pages)View decision -
Decision Reference DRN-4877614
27 Jun 2024 AWP P&C S.A. UpheldInsuranceDRN-4877614 The complaint Mr H and Ms Z are unhappy that AWP P&C S.A. declined a claim made on their travel insurance policy. What happened Mr H and Ms Z were due to travel abroad. However, their train was delayed, and they arrived at the airport too late to catch their flight. They en... (4 pages)View decision -
Decision Reference DRN-4843684
27 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4843684 The complaint Mr A says that HSBC UK Bank Plc (“HSBC”) were unreasonable to default his account when he should have been on a payment break that they hadn’t applied. What happened In October 2023 HSBC agreed a six month payment break with Mr A. The break was due to finish in Ja... (2 pages)View decision -
Decision Reference DRN-4877590
27 Jun 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4877590 The complaint Mr A says Madison CF UK Limited, trading as 118 118 Money, mis-handled the administration of his loan account and unfairly reported it as being in default. What happened Briefly, Mr A fell into financial difficulty and contacted Madison in mid-June 2023 to ask it ... (3 pages)View decision -
Decision Reference DRN-4762077
27 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4762077 The complaint Miss G complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded her the money she lost in a scam. What happened I’m not going to cover all the points raised in detail. But briefly Miss G fell victim to a task- based job scam in which she was required to rate produc... (6 pages)View decision