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-4141058
22 May 2023 U K Insurance Limited UpheldInsuranceDRN-4141058 The complaint Mr S complains that UK Insurance Limited (“UKI”) declined a claim under his motor insurance policy. Mr S is represented in this case, but for ease I will refer to Mr S throughout. What happened In September 2021 Mr S bought a motor insurance policy covering his hi... (6 pages)View decision -
Decision Reference DRN-4034310
22 May 2023 Bamboo Limited UpheldConsumer CreditDRN-4034310 The complaint Mrs G says Bamboo Limited, trading as Bamboo Loans, irresponsibly lent to her. What happened This complaint is about a 48-month instalment loan for £8,000 that Bamboo provided to Mrs G on 5 May 2021. The monthly repayments were £289.49 and the total repayable was ... (3 pages)View decision -
Decision Reference DRN-4138843
22 May 2023 Covea Insurance plc UpheldInsuranceDRN-4138843 The complaint Mrs S complains about Covea Insurance plc and the amount they offered her to settle her claim following the loss of her engagement ring. What happened Mrs S held a home insurance policy, underwritten by Covea. Within this policy, Mrs S specified her ring, estimati... (3 pages)View decision -
Decision Reference DRN-4144954
22 May 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4144954 The complaint Mrs C complains that ReAssure Limited (ReAssure), then Guardian Financial Services, gave misinformation which led her to believe she’d be entitled to a spousal annuity upon her late husband, Mr C, passing away. What happened As the events are well known to both pa... (3 pages)View decision -
Decision Reference DRN-4142708
22 May 2023 Nationwide Building Society UpheldMortgagesDRN-4142708 The complaint Ms C complained that when Nationwide Building Society set up her remortgage, it used incorrect bank details, and didn’t send a payment of £500 cashback she was expecting. She also complained that its information was poor, and about how difficult it had been to con... (6 pages)View decision -
Decision Reference DRN-3927279
22 May 2023 Assurant General Insurance Limited UpheldInsuranceDRN-3927279 The complaint Miss M complains about Assurant General Insurance Limited’s (Assurant) poor service following a claim under her gadget insurance policy. What happened Miss M had damage to her phone and contacted Assurant to make a claim. The claim was accepted, and Miss M sent he... (3 pages)View decision -
Decision Reference DRN-3962942
22 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3962942 The complaint Mr and Mrs I complain about how Great Lakes Insurance SE dealt with a claim against their travel insurance policy. Reference to Great Lakes includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-3891793
22 May 2023 Zurich Assurance Ltd UpheldInvestmentsDRN-3891793 The complaint Ms T complains Zurich Assurance Ltd delayed a life insurance claim made following her husband’s death. What happened As both parties are familiar with what happened I’ll only summarise events below. Ms T and her now late husband, Mr T, held joint level protection ... (3 pages)View decision -
Decision Reference DRN-4060940
22 May 2023 Clements Europe Limited UpheldInsuranceDRN-4060940 The complaint Mr G complains that when he moved house Clements Europe Limited cancelled his motor insurance policy as they said his insurers didn’t cover his new address. He’s unhappy with how they handled the cancellation, the deductions made from his refunded premium, and the... (3 pages)View decision -
Decision Reference DRN-4125772
22 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4125772 The complaint Mr L complains that HSBC UK Bank Plc did not use the Confirmation of Payee (CoP) scheme to protect him when he made an international payment. What happened Mr L sent an international payment through HSBC for £49,534.14, which was converted by them to ensure 58,000... (3 pages)View decision
