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-4091306
18 May 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4091306 The complaint Mr and Mrs M complain that Accredited Insurance (Europe) Ltd declined their claim for their lost engagement ring on their home insurance policy. What happened Mr and Mrs M had a home insurance policy that was underwritten by Accredited. They had added an engagemen... (2 pages)View decision -
Decision Reference DRN-4138509
18 May 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4138509 The complaint Mr G has complained about a kitchen installation he paid for using a fixed sum loan with Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF). What happened Mr G entered into a five-year fixed sum loan agreement with BPF in July 2021 to ... (5 pages)View decision -
Decision Reference DRN-3819272
18 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3819272 The complaint Mr H has complained that Monzo Bank Limited unreasonably refused to refund him £4,477 that was taken from his bank account without his authority or permission. What happened On 6 April 2022 Mr H said he was contacted by someone who said they were from Monzo who sa... (3 pages)View decision -
Decision Reference DRN-4139496
18 May 2023 AWP P&C SA UpheldInsuranceDRN-4139496 The complaint Mrs M and Mr M have complained that AWP P&C SA have not responded to a claim they made under their travel insurance policy for medical expenses. What happened Mrs M and Mr M submitted a claim under their travel insurance policy in August 2022. AWP sent a final... (2 pages)View decision -
Decision Reference DRN-4100069
18 May 2023 Sesame Limited UpheldInvestmentsDRN-4100069 The complaint Mr J complains that a PruProtect plan was mis-sold to him by a financial advisor acting as an approved representative for Sesame Limited. To keep things simple for this decision, I’ll use “Sesame” to mean them and their approved representative. What happened Mr J ... (4 pages)View decision -
Decision Reference DRN-4083704
18 May 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4083704 The complaint Mr and Mrs C complain that Red Sands Insurance Company (Europe) Limited hasn’t paid for private treatment under their travel insurance policy. What happened Mr and Mrs C had a single trip travel insurance policy which covered them between 1 February and 31 March 2... (6 pages)View decision -
Decision Reference DRN-4108899
18 May 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4108899 The complaint Mr and Ms B have complained about the level of settlement Admiral Insurance (Gibraltar) Limited (“Admiral”) offered in respect of their travel insurance claim. What happened In summer 2021, Mr and Ms B and their family took a holiday in Europe. They visited variou... (3 pages)View decision -
Decision Reference DRN-4109213
18 May 2023 London General Insurance Company Limited UpheldInsuranceDRN-4109213 The complaint Mr M complains London General Insurance Company Limited unfairly declined his motor warranty claim. What happened Mr M made a claim against his London General motor warranty. The insurer declined the claim based on the report of an engineer it had commissioned to ... (2 pages)View decision -
Decision Reference DRN-4135681
18 May 2023 One Insurance Limited UpheldInsuranceDRN-4135681 The complaint Mr S complains One Insurance Limited failed to provide a courtesy car for the duration of a motor insurance repair. What happened In May 2022 Mr S made a claim against his One Insurance motor policy. A few weeks later the insurer’s approved repairer took possessio... (2 pages)View decision -
Decision Reference DRN-3765896
18 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3765896 The complaint Miss G complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining a claim under her pet insurance policy for treatment of her dog. References to CG include their agents who administer the policy. What happened Miss G took out a pet insura... (5 pages)View decision
