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 121262 results
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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 -
Decision Reference DRN-3670979
8 Dec 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3670979 The complaint Mr D complains that Revolut Ltd blocked access to his account, and returned his funds to source. He’d like the money refunded and compensation for the impact. What happened Mr D had an account with Revolut. On 6 and 7 July 2020 Mr D received two payments of 100,00... (3 pages)View decision
