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 121115 results
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Decision Reference DRN-4347970
13 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4347970 The complaint Mr N complains esure Insurance Limited (esure) caused delays after he made a claim on his motor insurance policy, causing him to have to pay increased premiums on his new policy as the claim is still open. What happened In November 2021 Mr N’s car was hit by a thi... (3 pages)View decision -
Decision Reference DRN-4050287
13 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4050287 The complaint Mr O complains AXA Insurance UK Plc has handled his motor insurance claim poorly. What happened In April 2022 Mr O’s parked vehicle was involved in a collision with a lorry. He feels the third party driving the lorry was at fault. The driver left the scene without... (3 pages)View decision -
Decision Reference DRN-4311285
13 Sep 2023 AWP P&C SA UpheldInsuranceDRN-4311285 The complaint Mr and Mrs F complain because AWP P&C SA (‘AWP’) hasn’t paid the full amount of a curtailment claim under their travel insurance policy. All references to AWP include the agents appointed to handle claims on its behalf. What happened Mr and Mrs F are insured u... (3 pages)View decision -
Decision Reference DRN-4276193
13 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4276193 The complaint Mr R complains Admiral Insurance (Gibraltar) Limited (Admiral) did not offer fair market value for his car after it was written off as a total loss. He additionally complains about not being able to retain the non-standard wheels on his car and poor communication ... (3 pages)View decision -
Decision Reference DRN-4347660
13 Sep 2023 JN Bank UK Ltd UpheldConsumer CreditDRN-4347660 The complaint Mr B complains that JN Bank UK Ltd is holding him liable for a loan he says he didn’t apply for. What happened I sent my provisional decision to both parties on 9 August 2023. I said: “The background to this complaint is well known to both parties and so I’ll only... (5 pages)View decision -
Decision Reference DRN-4310202
13 Sep 2023 Simplyhealth Access UpheldInsuranceDRN-4310202 The complaint Mr and Ms K complain about poor customer service by Simplyhealth Access when they were given incorrect information about their policy renewal date. What happened In January 2023 Mr and Ms K took out medical insurance policy with Simplyhealth through Mr K’s employe... (2 pages)View decision -
Decision Reference DRN-4346822
13 Sep 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4346822 The complaint Mrs M complains about the settlement offered by Red Sands Insurance Company (Europe) Limited for a travel insurance claim. She is also unhappy with the assistance she received from the assistance company whilst abroad. Red Sands are the underwriters of this policy... (6 pages)View decision -
Decision Reference DRN-4346985
13 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4346985 The complaint Mr A complains that Monzo Bank Ltd (Monzo), closed his individual current account without notice. He would like compensation and a full explanation why his account was closed. What happened I issued a provisional decision on this complaint last month where I uphel... (3 pages)View decision -
Decision Reference DRN-4278817
13 Sep 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4278817 The complaint Mr G has complained that Shop Direct Finance Company Limited, trading as Very, irresponsibly lent to him. What happened Mr G opened a credit shopping account with Shop Direct in August 2018. He had previously held a cash account but applied to convert it. His cred... (4 pages)View decision -
Decision Reference DRN-3765566
13 Sep 2023 Tavistock Partners (UK) Limited UpheldPensions and AnnuitiesDRN-3765566 The complaint Mr T complains about the advice given by Tavistock Partners (UK) Limited trading as Abacus Associates Financial Services (‘Abacus’) to transfer the benefits from his defined- benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). ... (10 pages)View decision
