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 125716 results
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Decision Reference DRN-4356107
26 Sep 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4356107 The complaint Mr S complains Astrenska Insurance Limited’s engineer caused avoidable damage to his bathroom floor when attending to an escape of water at his property. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised what’s ha... (3 pages)View decision -
Decision Reference DRN-4368937
26 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4368937 The complaint Mr S and Miss D complain that Advantage Insurance Company Limited (Advantage) declined a claim for storm damage to their property and cancelled their buildings insurance policy due to fraud. I’ll refer to Miss D in my decision for ease. What happened In January 20... (5 pages)View decision -
Decision Reference DRN-4348351
26 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4348351 The complaint Mr B has complained about Great Lakes Insurance SE’s handling of his medical claim. What happened The background to this complaint has not been disputed. In summary Mr B claimed under his annual multi-trip travel insurance policy when he took ill abroad in January... (2 pages)View decision -
Decision Reference DRN-4218657
26 Sep 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4218657 The complaint Mr N had a motor insurance policy with Tesco Underwriting Limited. He says after he reported an accident, it provided poor service and didn’t assess liability properly. What happened Mr N told Tesco his car was stationary when he was shunted into the car in front ... (2 pages)View decision -
Decision Reference DRN-4288269
26 Sep 2023 Santander UK Plc UpheldMortgagesDRN-4288269 The complaint Mrs R complains that Santander UK plc withdrew its offer to lend her a buy-to-let mortgage. What happened Mrs R has a buy-to-let mortgage with another lender. In May 2022, through a broker, she applied to remortgage to Santander. In addition to her existing mortga... (4 pages)View decision -
Decision Reference DRN-4168273
26 Sep 2023 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-4168273 The complaint A limited company, which I’ll refer to as P, complains that ERGO Versicherung Aktiengesellschaft (Ergo) unfairly declined its damage claim. Mr F, a director of P, brings the complaint on P’s behalf. What happened P took out a Commercial Combined Insurance policy i... (3 pages)View decision -
Decision Reference DRN-4121457
26 Sep 2023 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4121457 The complaint Mr B complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. True Potential Wealth Management LLP is responsible for answering this complaint and so to ke... (7 pages)View decision -
Decision Reference DRN-4368333
26 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4368333 The complaint Ms B and Mr H complain about U K Insurance Limited (trading as Churchill Insurance policies – “UKI”)’s handling of their buildings insurance claim. All references to UKI also include its appointed agents. What happened Below is intended to be a brief summary of ke... (8 pages)View decision -
Decision Reference DRN-4322446
26 Sep 2023 Westfield Contributory Health Scheme UpheldInsuranceDRN-4322446 The complaint Ms C complains about the time taken by Westfield Contributory Health Scheme trading as Westfield Health to settle her cash plan insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead,... (2 pages)View decision -
Decision Reference DRN-4335865
26 Sep 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4335865 The complaint Mr F complains about the way that The Royal Bank of Scotland Plc (RBS) dealt with his request for a withdrawal from his currency account. What happened In or around 14 October 2022 Mr F contacted RBS concerning his USD currency account. He wanted the equivalent of... (5 pages)View decision
