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-4285746
23 Aug 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4285746 The complaint Mr and Mrs M have complained that AA Underwriting Insurance Company Limited (‘AA’) declined a claim under their home insurance policy after a leak occurred at their home. What happened Mr and Mrs M suffered an escape of water from a pipe feeding the shower in thei... (5 pages)View decision -
Decision Reference DRN-4273794
23 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4273794 The complaint Ms S complains that Clydesdale Bank Plc (trading as Virgin Money) was irresponsible to lend to her. What happened Ms S applied for a credit card with Virgin Money on 5 December 2021 and was approved for a credit limit of £3,200. Ms S says that she had a County Cou... (3 pages)View decision -
Decision Reference DRN-4240195
23 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4240195 The complaint Miss C complained that she didn’t receive a refund from Admiral Insurance (Gibraltar) Limited (‘Admiral’) when she cancelled her home insurance policy. What happened Miss C cancelled her insurance with Admiral because she no longer needed the policy. Admiral agree... (2 pages)View decision -
Decision Reference DRN-4237661
23 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4237661 The complaint Ms D complains that HSBC UK Bank Plc failed to add a reference number to a transfer of £5,000 from her account to her husband’s account which was held with a different provider this led to the funds not arriving. Ms D is also unhappy with issues that she was havin... (2 pages)View decision -
Decision Reference DRN-4316054
23 Aug 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4316054 The complaint Mr B, represented by his court appointed deputy, Mr W, has complained about his home insurer Accredited Insurance (Europe) Ltd (AIE) in relation to a claim he made following a flood at his home. The court has appointed two deputies to act for Mr B in respect of fi... (7 pages)View decision -
Decision Reference DRN-4304568
23 Aug 2023 Euroins AD UpheldInsuranceDRN-4304568 The complaint Mr H is unhappy that Euroins AD (Euroins) declined his travel insurance claim. Any reference to Euroins includes all its agents. What happened Mr H took out a single trip ‘Super Plus’ travel insurance policy. Euroins is the underwriter. The policy started on 9 Jul... (2 pages)View decision -
Decision Reference DRN-3479797
23 Aug 2023 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-3479797 The complaint Mr M complains about the advice True Potential Wealth Management LLP gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). He says the advice was unsuitable for him and belie... (12 pages)View decision -
Decision Reference DRN-4249973
23 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4249973 The complaint Mr B and Mrs B complain that UK Insurance Limited (UKI) has unfairly rejected a claim made under their Travel Insurance policy. For ease of reading, I will only refer to Mr B in my decision. What happened Mr B had planned a short break to Europe for around five da... (3 pages)View decision -
Decision Reference DRN-4199489
23 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4199489 The complaint Mr D has complained about the way Advantage Insurance Company Limited handled things when he notified it of an incident where no party wished to claim. All reference to the insurer Advantage in my decision includes its agents. What happened In October 2022 Mr D ha... (3 pages)View decision -
Decision Reference DRN-4310821
23 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4310821 The complaint Mr and Mrs S complain about the way Royal & Sun Alliance Insurance Limited (RSA) has handled a claim under their home insurance policy. Mr and Mrs S are being represented on this complaint. For ease of reading, I’m going to refer to Mr S throughout my decision... (4 pages)View decision
