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 125400 results
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Decision Reference DRN-4417747
14 Feb 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4417747 The complaint Mr T and Mrs T are unhappy with Casualty & General Insurance Company (Europe) Ltd’s (CGICE) decision to decline a claim made for water ingress. What happened Mr T and Mrs T own a new build property which is covered by a new build latent defects policy. In 2020... (2 pages)View decision -
Decision Reference DRN-4614460
14 Feb 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4614460 The complaint Miss S is unhappy with the way in which Legal and General Assurance Society Limited handled a claim made for the terminal illness benefit under an increasing life insurance policy (‘the policy’). And its later decision to decline the claim, cancel the policy and r... (4 pages)View decision -
Decision Reference DRN-4614461
14 Feb 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4614461 The complaint Ms K is unhappy that Inter Partner Assistance SA (‘IPA’) turned down a claim made under the gadget cover section of her travel insurance policy (‘the policy’), which she’d paid to include as an optional extra. What happened The details of this complaint are well k... (3 pages)View decision -
Decision Reference DRN-4507141
14 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4507141 The complaint Mr B complains that Bank of Scotland plc trading as Halifax misadvised him concerning the transfer of funds from his ISA. What happened In August 2023 Mr B went into a branch of Halifax to request that the funds from his instant ISA saver be transferred into a fix... (3 pages)View decision -
Decision Reference DRN-4613381
14 Feb 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4613381 The complaint Mr A complains he has had multiple issues with National Savings and Investments (NS&I). What happened Mr A says that he contacted NS&I by phone to request them to merge his old premium bond numbers with his existing NS&I account. He says the only way N... (3 pages)View decision -
Decision Reference DRN-4619053
14 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4619053 The complaint Miss M complains about how Ageas Insurance Limited (“Ageas”) handled a claim under her car insurance policy. What happened Miss M had a motor insurance policy with Ageas. Around February 2023 her car was damaged while parked at the roadside. She contacted Ageas an... (3 pages)View decision -
Decision Reference DRN-4620220
14 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4620220 The complaint Mr K and Ms L have complained about the way their claim under their home insurance policy has been handled and the amount Ageas Insurance Limited has paid in settlement of it. What happened The background to this complaint is well known to Mr K and Ms L and Ageas.... (2 pages)View decision -
Decision Reference DRN-4544366
14 Feb 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4544366 The complaint Mrs R and Mr R complain about how AA Underwriting Insurance Company Limited (AA) dealt with a claim under their home insurance policy for damage to their property caused by a leak from a shower. AA use agents to administer the policy and to assess claims. Referenc... (8 pages)View decision -
Decision Reference DRN-4368268
14 Feb 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4368268 The complaint Mx E complains that TRANSUNION INTERNATIONAL UK LIMITED (‘Transunion’) didn’t have the ‘Mx’ title option available for their customers to use when obtaining their statutory credit report online. Mx E has said this has caused them distress and frustration. What hap... (5 pages)View decision -
Decision Reference DRN-4619133
13 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4619133 The complaint Mrs R and Mr R complain about the way Barclays Bank UK PLC handled a chargeback claim. What happened The background facts are well known to the parties so I will only cover these briefly. Mrs R and Mr R purchased furniture from a retailer (‘the supplier’) using th... (6 pages)View decision
