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 125399 results
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Decision Reference DRN-4234977
4 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4234977 The complaint Miss W has complained about the service provided by AXA Insurance UK Plc under a property insurance policy following a water leak. For the avoidance of doubt, the term ‘AXA’ includes its agents, representatives and contractors in this decision letter. What happene... (3 pages)View decision -
Decision Reference DRN-4235685
4 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4235685 The complaint Mr B complained that Barclays Bank UK PLC froze his credit card for two weeks. Mr B said he wasn’t able to use the card to make payments, and he was fined £85 as a result. Mr B said Barclays told him the card itself was damaged, but he was attempting online paymen... (3 pages)View decision -
Decision Reference DRN-4331427
4 Sep 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4331427 The complaint Mr H complains that Domestic & General Insurance Plc (“D&G”) declined a claim he made on his home emergency policy for a problem with a leaking toilet. What happened I recently issued a provisional decision in which I said: I’ll summarise the main points a... (2 pages)View decision -
Decision Reference DRN-4331535
4 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4331535 The complaint Ms M is unhappy with the way in which Great Lakes Insurance SE handled a claim made on her travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll ... (2 pages)View decision -
Decision Reference DRN-4271466
4 Sep 2023 Tier One Capital Wealth Management Limited UpheldPensions and AnnuitiesDRN-4271466 The complaint Mr D complains about the advice given by Tier One Capital Wealth Management Limited to transfer the benefits from his defined-benefit (“DB”) occupational pension scheme to a hybrid self-invested personal pension (“HSIPP”). He feels the advice was unsuitable for hi... (6 pages)View decision -
Decision Reference DRN-4209302
4 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4209302 The complaint A limited company, that I will refer to as N, complains about the settlement, by QIC Europe Ltd of its business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended as a brief summary of the key events re... (4 pages)View decision -
Decision Reference DRN-4212663
4 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4212663 The complaint A limited company, that I will refer to as N, complains about the settlement, by QIC Europe Ltd of its business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended as a brief summary of the key events re... (4 pages)View decision -
Decision Reference DRN-4326087
4 Sep 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4326087 The complaint Mrs S and Mr S complain about Lloyds Bank General Insurance Limited (“LBI”) and their refusal to pay for her undamaged tiles in her bathroom to be replaced. Mrs S has acted as the main representative during the claim and complaint process. So, for ease of referenc... (4 pages)View decision -
Decision Reference DRN-4291088
4 Sep 2023 Amtrust Europe Limited UpheldInsuranceDRN-4291088 The complaint Mr M complains about Amtrust Europe Limited’s decision to decline a claim made under his furniture insurance policy and about delays in the processing of the claim. What happened The background to this complaint is well known to both parties, so I’ll provide only ... (3 pages)View decision -
Decision Reference DRN-4136137
4 Sep 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4136137 The complaint Miss W is unhappy with how BMW Financial Services(GB) Limited (‘BMWFS’) administered her hire purchase agreement and recorded information on her credit file. What happened In March 2019 Miss W acquired a used car funded in part by a hire purchase agreement with BM... (6 pages)View decision
