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 120163 results
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Decision Reference DRN-4356267
3 Oct 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4356267 The complaint Mr and Mrs F complain about the way that Great Lakes Insurance SE handled a medical expenses claim they made on a travel insurance policy. Mr and Mrs F are represented by Mrs B. All references to Great Lakes include the actions of its agents. What happened The bac... (8 pages)View decision -
Decision Reference DRN-4330726
3 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4330726 The complaint Miss D complains about the way in which Barclays Bank UK PLC dealt with a missing payment into her account. What happened Miss D explains that she made a payment of £3,566 from an account at a different financial business to her Barclays account on 3 April 2023. T... (2 pages)View decision -
Decision Reference DRN-4379166
3 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4379166 The complaint Mr P complained that he forfeited his opportunity to have alternative accommodation costs paid for when his holiday home was being reinstated during a claim. He was incorrectly informed he wasn’t covered for these costs under his home insurance policy with Aviva I... (3 pages)View decision -
Decision Reference DRN-4379101
3 Oct 2023 esure Insurance Limited UpheldConsumer CreditDRN-4379101 The complaint Mr A is unhappy with how esure Insurance Limited have handled collection of a Direct Debit payment for a loan taken out to pay for his motor insurance policy. What happened I issued my provisional findings to both parties setting out why I thought Mr A’s complaint... (4 pages)View decision -
Decision Reference DRN-4379042
3 Oct 2023 QIC Europe Ltd UpheldInsuranceDRN-4379042 The complaint X complained about the settlement value he was offered by QIC Europe Ltd (“QIC”) after it accepted his storm claim under his home insurance policy. What happened X made a claim when his polytunnel was damaged in a storm. QIC instructed a surveyor to review the dam... (3 pages)View decision -
Decision Reference DRN-4341129
2 Oct 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4341129 The complaint Mrs B complains that a sofa acquired with finance from Creation Consumer Finance Ltd wasn’t of satisfactory quality. What happened Mrs B ordered a new sofa from a retailer in June 2022 and entered into a finance agreement with Creation. When the sofa was delivered... (3 pages)View decision -
Decision Reference DRN-4366879
2 Oct 2023 American International Group UK Limited UpheldInsuranceDRN-4366879 The complaint Mr H complains about how American International Group UK Limited trading as AIG UK handled his mobile phone insurance claim and that it won’t refund the policy premiums. My references to AIG include its agent which is the business that handled Mr H’s claim. What h... (3 pages)View decision -
Decision Reference DRN-4297839
2 Oct 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4297839 The complaint Mr G complains that Creation Financial Services Limited unfairly closed his account, didn’t credit his points, a free night stay voucher or refund the annual fee. He’d like his benefits credited and compensation for the impact and time taken to resolve the issue. ... (3 pages)View decision -
Decision Reference DRN-4304360
2 Oct 2023 Marshmallow Insurance Limited UpheldInsuranceDRN-4304360 The complaint Mrs S is unhappy that Marshmallow Insurance Limited paid only part of her repair costs following a claim made on her motor insurance policy. She wants it to pay the difference. What happened Mrs S’s car was stolen and recovered damaged. Marshmallow wasn’t able to ... (2 pages)View decision -
Decision Reference DRN-4378788
2 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4378788 The complaint Mr C complains that British Gas Insurance Limited (BG) poor service, under his home emergency policy. What happened Mr C contacted BG and booked in an annual service. On the day of the service, Mr C said that he had to travel to the property (a 240 miles round tri... (3 pages)View decision
