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-4292267
10 Aug 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4292267 The complaint Mr and Mrs B have complained about Accredited Insurance (Europe) Ltd (AIE)’s decision to reject a claim they made for storm damage under their home and buildings insurance policy. Mr and Mrs B are being represented in their complaint. For ease, I’ll refer to Mr an... (4 pages)View decision -
Decision Reference DRN-4216157
10 Aug 2023 Close Brothers Limited UpheldConsumer CreditDRN-4216157 The complaint Miss B complains that Close Brothers Limited wrongly recorded against her credit record that she had been in arrears with her car finance when she had had a payment holiday agreed with it. What happened During the Covid 19 pandemic Miss B applied for, and agreed a... (2 pages)View decision -
Decision Reference DRN-4196041
10 Aug 2023 Highway Insurance Company Limited UpheldInsuranceDRN-4196041 The complaint Mr and Mrs O have complained about Highway Insurance Company Limited’s decision to decline a claim they made under Mr O’s motor insurance policy and cancel the policy. What happened Mr O bought a motor insurance policy with the insurer Highway. Unfortunately his c... (2 pages)View decision -
Decision Reference DRN-4097531
10 Aug 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4097531 The complaint Mr P is unhappy that Starling bank Limited has refused to refund the money he lost after falling victim to a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: Mr... (5 pages)View decision -
Decision Reference DRN-4294650
10 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4294650 The complaint Mr and Mrs K complain about how Royal & Sun Alliance Insurance Limited (RSA) has handled a claim on their home insurance policy. What happened In October 2019, Mr and Mrs K reported a leak in their property. RSA inspected it and declined the claim as it though... (4 pages)View decision -
Decision Reference DRN-4284100
10 Aug 2023 Western Provident Association Limited UpheldInsuranceDRN-4284100 The complaint Mr C complains that Western Provident Association Limited (WPA) won’t pay for a diagnostic test he had, simply because of where it took place. What happened Mr C has insurance which provides access to a range of medical services from certain providers. In late 202... (3 pages)View decision -
Decision Reference DRN-4294373
10 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4294373 The complaint Miss L and Mrs L complain about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled repairs following a claim for a replacement windscreen under their car insurance policy. What happened Miss and Mrs L had a motor insurance policy with Admiral covering M... (3 pages)View decision -
Decision Reference DRN-3969061
10 Aug 2023 Wakam UpheldInsuranceDRN-3969061 The complaint Miss F complains that Wakam unfairly avoided her home insurance policy following a claim for cracks in the property. What happened Miss F purchased a home insurance policy with Wakam. Around five months later she came home and there was flooding around the exterio... (4 pages)View decision -
Decision Reference DRN-4274725
10 Aug 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4274725 The complaint Miss A complains that Capital One (Europe) plc (“Capital One”) has not treated her fairly in relation to a purchase she made using her Capital One credit card. What happened Miss A went to a photoshoot with a company I will refer to as “S”. Miss A explains she had... (5 pages)View decision -
Decision Reference DRN-4207052
10 Aug 2023 American International Group UK Limited UpheldInsuranceDRN-4207052 The complaint Mr A complains about American International Group UK Limited’s (AIG) poor service and the decline of his claim under his gadget insurance policy. What happened Mr A held a gadget insurance policy with AIG. Whilst travelling abroad he lost the phone and made a clai... (3 pages)View decision
