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-4253093
10 Aug 2023 Assurant General Insurance Limited UpheldInsuranceDRN-4253093 The complaint Mr A complains about how Assurant General Insurance Limited handled the delivery of a replacement phone following a claim on his phone insurance policy. What happened Mr A had a phone insurance policy that was underwritten by Assurant. In March 2023 he made a clai... (3 pages)View decision -
Decision Reference DRN-4262028
10 Aug 2023 Ageas Insurance Limited UpheldInsuranceDRN-4262028 The complaint Mr V and Mrs V have complained about how Ageas Insurance Limited (Ageas) has dealt with a claim under a home insurance policy. What happened Mr V and Mrs V contacted Ageas to make a claim for an escape of water at their home. Mr V and Mrs V later complained to Age... (2 pages)View decision -
Decision Reference DRN-4295142
10 Aug 2023 Crediva Limited UpheldConsumer CreditDRN-4295142 The complaint Mr R complains that Crediva Limited incorrectly recorded a County Court Judgement (CCJ) on his credit file. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: On 20 February 2023, Mr R contacte... (3 pages)View decision -
Decision Reference DRN-4087880
10 Aug 2023 Mortgage Advice Bureau Limited UpheldMortgagesDRN-4087880 The complaint Mr E and Miss L complain that Mortgage Advice Bureau Limited misled them about being able to claim a help to buy ISA scheme bonus. Mr E and Miss L ask for compensation. What happened Mr E and Miss L were buying a property and took mortgage advice from MAB. They in... (3 pages)View decision -
Decision Reference DRN-4295002
10 Aug 2023 Pension Insurance Corporation plc UpheldPensions and AnnuitiesDRN-4295002 The complaint Mr I has complained that Pension Insurance Corporation plc (PIC) provided him with misleading valuations on the annual pension he would receive if he deferred his retirement date. What happened The background to this complaint and my initial conclusions were set o... (7 pages)View decision -
Decision Reference DRN-4205606
10 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4205606 The complaint Mr and Mrs O complain that AWP P&C SA hasn’t assessed their travel insurance claim they made in 2022. My references to AWP include its agents. What happened Mr and Mrs O had a travel insurance policy. The policy was insured by AWP. Mr and Mrs O cancelled their... (2 pages)View decision -
Decision Reference DRN-3994845
10 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3994845 The complaint Mr M has complained that when he deposited £1,700 cash at the counter in the branch Lloyds Bank PLC wrongly credited his bank account with £1,200. What happened Mr M and his wife had recently had a new baby. Friends and family had given him some money for the new ... (3 pages)View decision -
Decision Reference DRN-4260278
10 Aug 2023 Peninsula Business Services Limited UpheldInsuranceDRN-4260278 The complaint N, a company, complains about a commercial legal protection insurance policy sold to it by Peninsula Business Services Ltd (‘Peninsula’), alongside a service agreement. N says the policy was mis-sold. What happened N was engaged in a dispute with a former employee... (3 pages)View decision -
Decision Reference DRN-3517614
10 Aug 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-3517614 The complaint Mr F complains about the decision of Hiscox Insurance Company Limited to decline his business interruption insurance claim, made following the COVID-19 pandemic. What happened The following is intended merely as a brief summary. Mr F operates as a travel agency. T... (7 pages)View decision -
Decision Reference DRN-3998828
10 Aug 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3998828 The complaint Mr P complains about how AA Underwriting Insurance Company Limited (AAUICL) dealt with a claim on his After the Event Insurance policy. What happened Mr P was involved in an accident in his car. The next morning, he called his insurance broker to claim on his moto... (3 pages)View decision
