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-4205897
10 Nov 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4205897 The complaint Mr and Mrs D complain that Accredited Insurance (Europe) Ltd [“Accredited”] has unfairly declined a claim they’ve made on their buildings insurance policy following damage to their garage. What happened Mr D has led the complaint with this Service so I’ve referred... (3 pages)View decision -
Decision Reference DRN-4388435
10 Nov 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4388435 The complaint Mrs P complains about Hastings Insurance Services Limited’s handling of a change to her car insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mrs P has car insurance administe... (4 pages)View decision -
Decision Reference DRN-4395592
10 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4395592 The complaint Mr A complains AXA Insurance UK Plc unfairly avoided his car insurance policy and declined his claim. What happened Mr A’s car was damaged by a third party, so he claimed on his policy with AXA. When his car was inspected it was discovered it had a clear paint pro... (4 pages)View decision -
Decision Reference DRN-4383428
10 Nov 2023 QIC Europe Ltd UpheldInsuranceDRN-4383428 The complaint Mrs A complains about QIC Europe Ltd’s handling of her home insurance claim. QIC is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As QIC has accepted it is accountable for the actions of the agents, in ... (5 pages)View decision -
Decision Reference DRN-4400244
10 Nov 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4400244 The complaint Mr B has complained that Shawbrook Bank Limited rejected his claim against it under sections 75 and 140 of the Consumer Credit Act 1974 (“the Act”). What happened Mr B bought a solar panel system (“the system”) for his home from a supplier in 2013. The purchase wa... (3 pages)View decision -
Decision Reference DRN-4421924
10 Nov 2023 Barclays Bank UK PLC UpheldInsuranceDRN-4421924 The complaint Mr H has complained that Barclays Bank UK PLC (trading as Barclaycard) couldn’t find any record of his credit card payment protection insurance (PPI) policy, which resulted in delay when he tried to make a claim in November 2022 for a period of unemployment that b... (3 pages)View decision -
Decision Reference DRN-4128712
10 Nov 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-4128712 The complaint Mr R complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension arrangement. He says the advice was unsuitable for hi... (8 pages)View decision -
Decision Reference DRN-3768208
10 Nov 2023 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-3768208 The complaint Mr R complains about the advice given by True Potential Wealth Management LLP (‘TPWM’) to transfer the benefits from a defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’), to a self-invested personal pension (‘SIPP’). He s... (9 pages)View decision -
Decision Reference DRN-4424917
10 Nov 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4424917 The complaint Mr H complains that Red Sands Insurance Company (Europe) Limited turned down his pet insurance claim because it said he had already claimed up to the policy’s annual limit for a single condition. Mr H says that he was claiming for a different condition. What happe... (3 pages)View decision -
Decision Reference DRN-4418275
10 Nov 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4418275 The complaint Mr and Mrs C are unhappy that Astrenska Insurance Limited declined a claim made on their travel insurance policy (‘the policy’). What happened In January 2023, Mr and Mrs C had booked to go abroad in March 2023. They took out a yearly, multi-trip, travel insurance... (3 pages)View decision
