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 125299 results
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Decision Reference DRN-3949285
26 Jul 2023 Assurant General Insurance Limited UpheldInsuranceDRN-3949285 The complaint Mr H complains about Assurant General Insurance Limited (Assurant) poor level of repair, following a claim under his gadget insurance policy. What happened Mr H held a gadget insurance policy with Assurant. His phone became damaged, and he made a claim. Assurant a... (3 pages)View decision -
Decision Reference DRN-4267804
26 Jul 2023 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4267804 The complaint Mr S complains as a director of S, a limited company, that eBay Commerce UK Ltd issued a refund to a buyer after she had raised a dispute. Mr S also raised concerns about some other issues when he brought S’s complaint to our service. However, these matters appear... (4 pages)View decision -
Decision Reference DRN-4254006
26 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4254006 The complaint Miss M has complained that her insurer Ageas Insurance Limited passed her details to a credit hire company (CHC) and failed to tell her she would need to pay a waiver excess when she made a claim under her car insurance policy. What happened Miss M called Ageas to... (4 pages)View decision -
Decision Reference DRN-3908897
26 Jul 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3908897 The complaint Mrs A complains that Starling Bank Limited (“Starling”) have failed to refund £1,350 she says she lost as part of a scam. What happened Mrs A visited a furniture shop (“R”) in February 2022. She paid a £300 deposit for a dining table on 4 March 2022, with the rema... (3 pages)View decision -
Decision Reference DRN-4263310
26 Jul 2023 Aspray Ltd UpheldInsuranceDRN-4263310 The complaint A club I’ll refer to as “E” complains about the workmanship undertaken by Aspray Ltd following a storm damage claim against its insurance policy. What happened The background to the complaint is known to both E and Aspray so I won’t repeat it here. In this decisio... (3 pages)View decision -
Decision Reference DRN-4162529
26 Jul 2023 Shelby Finance Ltd UpheldConsumer CreditDRN-4162529 The complaint Mr M complains Shelby Finance Ltd trading as Dot Dot Loans (“Shelby”) didn’t update his credit file and contacted him about an outstanding balance which was settled as part of an Individual Voluntary Arrangement (IVA). What happened Mr M has provided a copy of his... (3 pages)View decision -
Decision Reference DRN-4119536
26 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4119536 The complaint Miss W complains about the settlement she’s been offered by Great Lakes Insurance SE for a claim she made on a travel insurance policy. What happened Miss W took out a single trip travel insurance policy through a broker. The policy was designed to provide cover f... (4 pages)View decision -
Decision Reference DRN-4267124
26 Jul 2023 Covea Insurance plc UpheldInsuranceDRN-4267124 The complaint Mr and Mrs R are unhappy with Covea Insurance Plc’s (Covea) handling of a subsidence claim made under their home insurance policy. They are also unhappy with the quality of repairs carried out to their flooring. Where I’ve referred to Covea below, this also includ... (5 pages)View decision -
Decision Reference DRN-4267119
26 Jul 2023 West Bay Insurance Plc UpheldInsuranceDRN-4267119 The complaint Mr M complains about West Bay Insurance Plc’s handling of his home insurance claim. West Bay is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As West Bay has accepted it is accountable for the actions o... (8 pages)View decision -
Decision Reference DRN-4156920
26 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4156920 The complaint Ms B complains about the level of service provided by Royal & Sun Alliance Insurance Limited (RSA) following a claim made on her motor insurance policy. She wants compensation for this. What happened Ms B’s car was taken for repair by RSA following a low speed... (2 pages)View decision
