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 128535 results
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Decision Reference DRN-4266303
17 Aug 2023 Vitality Health Limited UpheldInsuranceDRN-4266303 The complaint Ms W is unhappy with the delays she experienced when Vitality Health Limited considered her claim. What happened Ms W has private medical insurance with Vitality. She made a claim in October 2022 for her frozen left-side shoulder. Ms W said that Vitality took too ... (2 pages)View decision -
Decision Reference DRN-4305034
16 Aug 2023 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-4305034 The complaint Mr T complained that Interactive Investor Services Limited (Interactive) contributed to the delays he experienced when trying to move his pension funds. What happened In August 2020 Mr T decided to move his self-invested personal pension (SIPP) from Provider B to ... (13 pages)View decision -
Decision Reference DRN-4149085
16 Aug 2023 Covea Insurance plc UpheldInsuranceDRN-4149085 The complaint Miss M complains about how Covea Insurance plc handled her claim on her home insurance following an escape of water. What happened Miss M had home insurance that was underwritten by Covea. In January 2021 there was an escape of water from her loft that caused exte... (5 pages)View decision -
Decision Reference DRN-4304977
16 Aug 2023 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-4304977 The complaint Mr T complained that Standard Life Assurance Limited contributed to the delay he experienced when trying to move his pension arrangement to a new provider. What happened In August 2020 Mr T decided to move his self-invested personal pension (SIPP) from Standard Li... (13 pages)View decision -
Decision Reference DRN-4207493
16 Aug 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4207493 The complaint Mr and Mrs B complain Rock Insurance Services Limited made an error with their travel insurance policy. What happened Mr and Mrs B took out a single trip travel insurance policy, sold by Rock Insurance and underwritten by a company I will refer to as ‘Insurer X’. ... (3 pages)View decision -
Decision Reference DRN-4260683
16 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4260683 The complaint Mr S has complained that Royal & Sun Alliance Insurance Limited (RSA) has rejected a claim for the treatment of his pet dog on the ground that her treatment was for a pre-existing condition. What happened Mr S acquired his pet dog, who I’ll refer to as “D”, fr... (3 pages)View decision -
Decision Reference DRN-4260161
16 Aug 2023 National Savings and Investments UpheldBanking and PaymentsDRN-4260161 The complaint Mrs M, who is represented by her husband, complains she couldn’t access her funds for a considerable period following National Savings and Investments’ implementation of strong customer authentication. What happened Mrs M has held a cash ISA with National Savings ... (4 pages)View decision -
Decision Reference DRN-4282583
16 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4282583 The complaint Mr L has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In summer 2022, Mr L saw an advert on social media for a cryptocurrency investing website. He gave the website his contact details and entered into... (3 pages)View decision -
Decision Reference DRN-4285522
16 Aug 2023 Amtrust Europe Limited UpheldInsuranceDRN-4285522 The complaint Mr K’s complaint is about a claim he made on his Amtrust Europe Limited legal expenses insurance policy. Mr K says Amtrust have treated him unfairly by not accepting his claim and causing delays in dealing with it. What happened Mr K made a claim on his Amtrust le... (3 pages)View decision -
Decision Reference DRN-4225636
16 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4225636 The complaint Mrs M and Mr S complain about how UKI Bank General Insurance Limited (UKI) handled a claim under their home insurance policy for damage to their property from a leak. UKI use agents to administer the policy and to assess claims. Reference to UKI includes these age... (5 pages)View decision