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-4308548
21 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4308548 The complaint Mr and Mrs H are unhappy with what Aviva Insurance Limited did after they made a claim on their legal expenses insurance policy. What happened Mr and Mrs H have legal expenses insurance provided by Aviva as part of their home insurance. In July 2022 they made a cl... (3 pages)View decision -
Decision Reference DRN-4249021
21 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4249021 The complaint Mrs W and Mr W complain that Advantage Insurance Company Limited disposed of their car’s salvage following a claim made on their motor insurance policy. Mrs W is represented in this matter by Mr W, a named driver on her policy. Mr W wants compensation for the upse... (3 pages)View decision -
Decision Reference DRN-4308043
21 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4308043 The complaint Mrs K complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining claims under her pet insurance policy for treatment of her dog. References to CG include their agents who administer the policy. What happened In January 2022 Mrs K’s dog wa... (7 pages)View decision -
Decision Reference DRN-4305945
21 Aug 2023 Lloyds Bank PLC UpheldMortgagesDRN-4305945 The complaint Miss L complains about what happened when she applied to remortgage her home with Lloyds Bank PLC. She said the offer was considerably delayed, leaving her little time to complete, and the stress of achieving this made her unwell. What happened Miss L applied onli... (5 pages)View decision -
Decision Reference DRN-4245363
21 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4245363 The complaint Mr M complains that Santander UK Plc didn’t credit his account with money paid in. What happened Mr M explains that he was in hospital. And he asked his brother to pay in £500 to his account in cash using a deposit machine on 28 February 2022. There was a problem,... (2 pages)View decision -
Decision Reference DRN-4300020
21 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4300020 The complaint Ms Z complains about delays and poor service after she instructed an international transfer from her Clydesdale Bank Plc trading as Virgin Money bank account. What happened The background to this complaint and my initial conclusions were set out in my provisional ... (4 pages)View decision -
Decision Reference DRN-4294406
21 Aug 2023 ETU Forsikring A/S UpheldInsuranceDRN-4294406 The complaint Mrs H complains about ETU Forsikring A/S (ETU) declining a claim under her pet insurance policy for treatment of her dog. References to ETU include their agents who administer the policy. What happened In June 2022 Mrs H noticed a swelling on the paw of her dog (l... (3 pages)View decision -
Decision Reference DRN-4308400
21 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4308400 The complaint Mr and Mrs B are unhappy that Aviva Insurance Limited declined a claim they made on their travel insurance policy. What happened Mr and Mrs B were due to travel abroad with their son and friends in the summer of 2022. Mrs B had also planned to do an endurance acti... (5 pages)View decision -
Decision Reference DRN-4303921
21 Aug 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4303921 The complaint Mr and Mrs B are unhappy with the way Fairmead Insurance Limited has dealt with a claim they made under their home insurance policy. Mr B has primarily dealt with the claim, so for ease of reading I’ll refer to him only. Reference to Fairmead includes its appointe... (6 pages)View decision -
Decision Reference DRN-4300049
21 Aug 2023 National Westminster Bank Plc UpheldPensions and AnnuitiesDRN-4300049 The complaint Mr L complained because he felt National Westminster Bank Plc (“NatWest”) gave him unsuitable advice to set up a self-invested personal pension (“SIPP”) and to then invest in a commercial property. What happened In November 2006 Mr L met with one of NatWest’s advi... (8 pages)View decision
