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 120163 results
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Decision Reference DRN-3686538
8 Dec 2022 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-3686538 The complaint Mr G has complained that Bank of Ireland (UK) PLC incorrectly recorded adverse information on his credit file and is unhappy with the service it provided in relation to his current account. What happened In 2019 Mr G’s current account was closed as part of a closu... (3 pages)View decision -
Decision Reference DRN-3748774
8 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3748774 The complaint Ms S has complained that AXA Insurance UK Plc has unfairly refused to cover her claim for damage caused when tracing the source of a leak beneath her floor. What happened There have been numerous parties involved in this claim and complaint, acting on behalf of ei... (3 pages)View decision -
Decision Reference DRN-3848605
8 Dec 2022 American International Group UK Limited UpheldInsuranceDRN-3848605 The complaint Mr W complains that American International Group UK Limited (‘AIG’) hasn’t paid a cancellation claim under a travel insurance policy. What happened Mr W was insured under a travel insurance policy provided by AIG. He was due to travel abroad between 9 and 12 May 2... (2 pages)View decision -
Decision Reference DRN-3651177
8 Dec 2022 Sesame Limited UpheldPensions and AnnuitiesDRN-3651177 The complaint Mr N complains that an appointed representative of Sesame Limited gave him unsuitable advice to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He believes this has caused a financial loss. It was Sesame’s a... (6 pages)View decision -
Decision Reference DRN-3839817
8 Dec 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3839817 The complaint Mr A is unhappy that Great Lakes Insurance SE (GLI) declined his claim for accidental damage to his laptop. What happened Mr A bought gadget insurance underwritten by GLI to provide cover for his laptop. He claimed under the policy after the laptop was accidentall... (6 pages)View decision -
Decision Reference DRN-3835387
8 Dec 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3835387 The complaint Mr and Mrs F complain that Barclays Bank UK PLC provided unsuitable investment advice in 2000 when it recommended they each invest £7,000 via ISA accounts. At the time, Mrs F was also advised to invest £10,000 into a third investment fund (that I will call fund C)... (7 pages)View decision -
Decision Reference DRN-3792280
8 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3792280 The complaint Mr C complains that QIC Europe Ltd (QIC) has declined his claim for storm damage under his home insurance policy. What happened In February 2022 Mr C made a claim on his home insurance following a storm that had caused some of the tiles on his roof to come loose. ... (3 pages)View decision -
Decision Reference DRN-3798142
8 Dec 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3798142 The complaint Mr and Mrs F complain that Royal & Sun Alliance Insurance plc (RSA) failed to fully assess their claim, resulting in avoidable delays. Mr and Mrs F had buildings and contents insurance underwritten by RSA. Mr F is the named policyholder so, for ease, I’ll refe... (3 pages)View decision -
Decision Reference DRN-3748788
8 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3748788 The complaint Mrs M complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined her claim under her home insurance policy following damage to her roof in a storm. What happened Mrs M made a claim to Admiral following a storm. She said the storm damaged h... (3 pages)View decision -
Decision Reference DRN-3780079
8 Dec 2022 St Andrew's Insurance plc UpheldInsuranceDRN-3780079 The complaint Mr E complains that St Andrew’s Insurance Plc (SA) increased his buildings insurance premium every year when it could have supplied him with cheaper cover. What happened Mr E took out buildings insurance as a condition of his mortgage in 1996. His policy was taken... (3 pages)View decision
