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 121876 results
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Decision Reference DRN-3904623
6 Feb 2023 Motorplus Limited UpheldInsuranceDRN-3904623 The complaint Mr C complains that Motorplus Limited didn’t log his claim on his motor insurance policy. He wants it to pay for his car repair. What happened Mr C called his insurer’s claims handler, Motorplus, to notify it of a damaged wingmirror on his car as required by his p... (2 pages)View decision -
Decision Reference DRN-3853041
6 Feb 2023 esure Insurance Limited UpheldInsuranceDRN-3853041 The complaint Mr S complains about the settlement esure Insurance Limited paid him for the total loss of his car after he made a claim on his motor insurance policy. What happened Mr S’s car was declared a total loss and esure offered him £7,233 in settlement of his claim. It ... (2 pages)View decision -
Decision Reference DRN-3945033
6 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3945033 The complaint Miss F and Mr S complain that Royal & Sun Alliance Insurance Limited declined a claim for their dog’s treatment for investigation of allergies in May 2022, as they said it was a pre- existing condition. Miss F and Mr S disagree and want their claim to be paid.... (6 pages)View decision -
Decision Reference DRN-3947211
6 Feb 2023 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3947211 The complaint Mr K is unhappy with the way in which Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. has handled a claim made under his travel insurance policy. What happened Mr K had the benefit of a travel insurance policy underwritten by Mapfre (‘the p... (3 pages)View decision -
Decision Reference DRN-3893442
6 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3893442 The complaint The trustees of a trust, which I’ll refer to as M, complain about Barclays Bank UK PLC closing M’s account without notice and about the time taken to sort things out. What happened The circumstances of this complaint are familiar to both parties, so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-3893430
6 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3893430 The complaint The trustees of a trust, which I’ll refer to as L, complain about Barclays Bank UK PLC closing L’s account without notice and about the time taken to sort things out. What happened The circumstances of this complaint are familiar to both parties, so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-3935485
6 Feb 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3935485 The complaint Mr O complains about the handling of his account by American Express Services Europe Limited (AESEL) following a purchase he made. What happened In January 2022 Mr O wanted to make a purchase worth around £46,000 and planned to use his charge card with AESEL to do... (3 pages)View decision -
Decision Reference DRN-3754949
6 Feb 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3754949 The complaint Mr and Mrs J complain about Fairmead Insurance Limited’s handling of a claim they’ve made on a legal expenses insurance policy. Fairmead outsources a separate business to handle and administer claims on Mr and Mrs J’s legal expenses insurance policy. Where I refer... (4 pages)View decision -
Decision Reference DRN-3946875
6 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3946875 The complaint Mr C is unhappy Clydesdale Bank Plc trading as Virgin Money won’t refund him for flights that he bought using his credit card. What happened In December 2020, Mr C purchased two return flights with an airline (“A”), through a travel agent (“G”) for him and his wif... (6 pages)View decision -
Decision Reference DRN-3845555
6 Feb 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3845555 The complaint Mr W is unhappy with how Lloyds Bank PLC (Lloyds) handled his fraud claim and the closure of his account. What happened In December 2020, Mr W fell victim to a scam. He made two payments to the scammer, the first being £1,100 and the second being £399.43. Mr W rea... (8 pages)View decision
