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 125363 results
-
Decision Reference DRN-4120281
9 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4120281 The complaint Mrs and Mr E complain about Casualty & General Insurance Company (Europe) Ltd’s (CGICE) settlement of their pet insurance claim. My references to CGICE include its agents. What happened Mrs and Mr E had pet insurance for their dog, insured by CGICE. They claim... (4 pages)View decision -
Decision Reference DRN-4070317
9 May 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4070317 The complaint Mrs J complains about Royal & Sun Alliance Insurance Limited (“RSA”) for the way her emergency repair was handled. She wants a refund of her payment for an upgraded replacement tap which was not provided. What happened Mrs J held home emergency insurance which... (3 pages)View decision -
Decision Reference DRN-3747082
9 May 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3747082 The complaint Mr W complains that Shawbrook Bank Limited declined his claim under section 75 of the Consumer Credit Act 1974 (“the Act”) relating to his purchase of solar panels. What happened In or around November 2018, Mr W was contacted by a representative of a company I’ll ... (5 pages)View decision -
Decision Reference DRN-4120587
9 May 2023 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-4120587 The complaint Mr and Mrs O are unhappy with how Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A handled a claim they made under the travel insurance policy. What happened Mr and Mrs O purchased a single trip travel insurance policy, to cover them for a tr... (6 pages)View decision -
Decision Reference DRN-4120187
9 May 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4120187 The complaint Mrs G and Miss G are unhappy about the way their claim under the travel insurance policy was handled by Inter Partner Assistance SA. I’ve referred only to Inter Partner Assistance SA (IPA) for simplicity – but this also includes IPA’s agents. What happened The fac... (3 pages)View decision -
Decision Reference DRN-4120358
9 May 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4120358 The complaint Ms S is bringing a complaint on behalf of company G. She’s unhappy that ClearBank Limited trading as Tide decided not to refund G, in full, following payments as a result of a safe account “Authorised Push Payment” (APP) scam What happened Ms S was contacted by sc... (4 pages)View decision -
Decision Reference DRN-4052927
9 May 2023 AWP P&C SA UpheldInsuranceDRN-4052927 The complaint Mrs and Mr M complain about AWP P&C SA’s settlement of their travel insurance claim. My references to AWP include its agents. What happened Mrs and Mr M had travel insurance, insured by AWP, through a bank account. On 7 May 2022 Mrs and Mr M travelled abroad f... (5 pages)View decision -
Decision Reference DRN-4116772
9 May 2023 Assurant General Insurance Limited UpheldInsuranceDRN-4116772 The complaint Mrs W has complained that Assurant General Insurance Limited returned a repaired phone to her that was still faulty, and that when she returned it to them for the fault to be repaired, they wanted to charge her a further excess. What happened Mrs W held mobile ph... (4 pages)View decision -
Decision Reference DRN-4053280
9 May 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4053280 The complaint Mr S is complaining that Hastings Insurance Services Limited didn’t tell him that his car insurance policy wasn’t going to renew. What happened Mr S had a car insurance policy that had renewed annually for a number of years, which was administered by Hastings – a ... (3 pages)View decision -
Decision Reference DRN-3967918
9 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-3967918 The complaint Mrs L is unhappy with British Gas Insurance Limited’s (British Gas) handling of a claim made under her home emergency policy. Any references to British Gas include its agents. What happened In April 2022, Mrs L found a leak in her home which caused damage to the ... (2 pages)View decision
