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-4373478
28 Sep 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4373478 The complaint Mrs H and Mr Z complain about the way Liverpool Victoria Insurance Company Limited (LV) has handled a claim under their home insurance policy. As Mr Z has been leading on this complaint, I’ve referred to him throughout. Any reference to LV includes the actions of ... (6 pages)View decision -
Decision Reference DRN-4333789
28 Sep 2023 One Insurance Limited UpheldInsuranceDRN-4333789 The complaint Mr C complains about One Insurance Limited’s (“One Insurance”) handling of his claim under his motor insurance policy. What happened The background to this complaint is well known to the parties so I won’t go into detail but will summarise the key points. Mr C con... (2 pages)View decision -
Decision Reference DRN-4351561
28 Sep 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4351561 The complaint Mrs G has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly rejected claims under her pet insurance policy. What happened Mrs G made three claims to C&G after her dog was diagnosed with a cruciate injury. C&G declined... (2 pages)View decision -
Decision Reference DRN-4371565
28 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4371565 The complaint Mr K is unhappy with the way Admiral Insurance (Gibraltar) Limited has dealt with a claim on his buildings insurance policy. He says there have been long delays and Admiral hasn’t done enough to put things right. What happened Mr K contacted Admiral following an i... (3 pages)View decision -
Decision Reference DRN-4372561
28 Sep 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4372561 The complaint Mr H complains about Nationwide Building Society’s response to his attempts to recover a debit card payment he made to a third party “A”. Mr H is assisted in bringing his complaint by a claims management company “F”. What happened Mr H was in dispute with A over a... (3 pages)View decision -
Decision Reference DRN-4373435
28 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4373435 The complaint Mr C has complained that Lloyds Bank PLC didn’t do enough to safeguard him as a vulnerable consumer when he started gambling as a result of a mental breakdown. What happened On 7 November 2022 Mr C spent a total of £7,581 on numerous gambling transactions from his... (3 pages)View decision -
Decision Reference DRN-4337283
28 Sep 2023 Wakam UpheldInsuranceDRN-4337283 The complaint Mr R has complained that Wakam cancelled his motor insurance policy mid-term. What happened Mr R had a private hire motor insurance policy with Wakam that was due to end on 31 May 2023. Wakam wrote to him to tell him they were going to cancel it on 21 April 2023 d... (2 pages)View decision -
Decision Reference DRN-4323774
28 Sep 2023 Marshmallow Insurance Limited UpheldInsuranceDRN-4323774 The complaint Miss R complains about how Marshmallow Insurance Limited (Marshmallow) handled a claim on her motor insurance policy. What happened Miss R had a motor insurance policy with Marshmallow covering her car. She was involved in a collision in early November 2022 and sh... (2 pages)View decision -
Decision Reference DRN-4263269
28 Sep 2023 Studio Retail Limited UpheldConsumer CreditDRN-4263269 The complaint Miss H complains that Studio Retail Limited irresponsibly gave her a running credit account she couldn’t afford to repay. What happened In August 2019, Miss H applied for a running credit account with Studio. She was given an initial credit limit of £150. Studio i... (3 pages)View decision -
Decision Reference DRN-4226459
28 Sep 2023 Wren Sterling Financial Planning Limited UpheldPensions and AnnuitiesDRN-4226459 The complaint Mr S complains that Wren Sterling Financial Planning Limited (Wren Sterling) mis-sold a product that was not suitable to his situation or needs or clearly defined when he set up the product. Mr S says he paid set up and management fees for an investment that is no... (6 pages)View decision
