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-4285261
18 Aug 2023 Vitality Health Limited UpheldInsuranceDRN-4285261 The complaint Mrs L has complained about the service she received from Vitality Health Limited (‘Vitality’). What happened Mrs L has a private medical insurance policy, underwritten by Vitality. She is unhappy that Vitality didn’t pay for medication, didn’t arrange a referral t... (2 pages)View decision -
Decision Reference DRN-4123124
18 Aug 2023 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-4123124 The complaint Mr and Mrs K complain about how China Taiping Insurance (UK) Co Ltd handled a subsidence claim they made on their home insurance policy. Reference to China Taiping includes its agents. What happened Mr and Mrs K hold a home insurance policy with China Taiping. Whe... (2 pages)View decision -
Decision Reference DRN-4285568
18 Aug 2023 Markerstudy Insurance Company Limited UpheldInsuranceDRN-4285568 The complaint Mr L complains about how Markerstudy Insurance Company Limited handled his claim on his motor insurance policy. What happened Mr L had a commercial motor insurance policy that was underwritten by Markerstudy. On 9 September 2022 he made a claim after he was involv... (2 pages)View decision -
Decision Reference DRN-4297667
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4297667 The complaint Mr R complains British Gas Insurance Limited incorrectly diagnosed a problem with his boiler under his HomeCare insurance policy. What happened The background to the complaint is known to both Mr R and British Gas so I won’t repeat it here. In this decision I’ll f... (2 pages)View decision -
Decision Reference DRN-4305653
18 Aug 2023 IG Markets Limited UpheldInvestmentsDRN-4305653 The complaint Mrs P complained about the service provided by IG Markets Limited. She said it delayed arranging for additional shares to be added to her ISA account from a rights issue. Mrs P said whilst she was trying to chase this up and sort it out, IG provided poor service. ... (4 pages)View decision -
Decision Reference DRN-4300084
18 Aug 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4300084 The complaint Mr and Mrs W have complained about Tesco Underwriting Limited. They aren’t happy about the way it dealt with a claim under their motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Mr ... (2 pages)View decision -
Decision Reference DRN-4305641
18 Aug 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4305641 The complaint Mr T complains about the way TSB Bank plc handled his claim for a partial refund in respect of a trip he paid for with his credit card that was curtailed due to the Covid-19 pandemic. What happened In March 2019 Mr T and his partner booked a three-month cruise wit... (8 pages)View decision -
Decision Reference DRN-4094043
18 Aug 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4094043 The complaint Mr J complains that Revolut Ltd (Revolut) closed his account without notice. He would like an explanation as to why this was done and for it to reopen his account. What happened Mr J’s Revolut account was blocked at the end of July 2018. He got in touch with it on... (3 pages)View decision -
Decision Reference DRN-4307595
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4307595 The complaint Mr V complains British Gas Insurance Limited (“BG”) hasn’t met its obligations under his Homecare home emergency policy. What happened BG is the underwriter of this policy, i.e. it’s the insurer. Part of this complaint concerns the actions of its agents for which ... (2 pages)View decision -
Decision Reference DRN-4308546
18 Aug 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-4308546 The complaint Mr B complained about the service provided by Sun Life Assurance Company of Canada (U.K.) Limited. He said he hasn’t been treated fairly by Sun Life as he tried to sort out errors caused by it. He said he should be paid more compensation than Sun Life has offered.... (3 pages)View decision
