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 128312 results
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Decision Reference DRN-4219579
17 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4219579 The complaint Mr and Mrs J complain about the way Aviva Insurance Limited has offered to settle a claim under their home insurance policy. What happened Mrs J lost one of her vintage diamond earrings when it fell out of her ear whilst outside her home. She made a claim on her h... (2 pages)View decision -
Decision Reference DRN-4199309
17 Jul 2023 Euroins AD UpheldInsuranceDRN-4199309 The complaint Mr and Mrs P are unhappy with the assistance received from Euroins AD under their travel insurance policy. All reference to Euroins AD includes its medical assistance team. What happened Whilst abroad, in October 2022, Mrs P experienced pain in her leg. She says h... (3 pages)View decision -
Decision Reference DRN-4223985
17 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4223985 The complaint Mr and Mrs G are unhappy with the way in which three claims have been handled by U K Insurance Limited (‘UKI’) on their home (emergency) insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat ... (2 pages)View decision -
Decision Reference DRN-3174532
17 Jul 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3174532 The complaint G, a limited company, complains that Lloyds Bank PLC – as the receiving bank – failed to take effective steps to prevent its loss when G sent money to Lloyds’ customers’ accounts as the result of a scam. G is represented in this complaint by Mr P, the company’s di... (21 pages)View decision -
Decision Reference DRN-4248877
17 Jul 2023 Soteria Insurance Limited UpheldInsuranceDRN-4248877 The complaint Mrs H, Mr H and Mrs I complain that Soteria Insurance Limited has failed to put right subsidence damage to Mrs I’s property following a claim she made on her buildings insurance policy in 2018. What happened Mrs I made a claim for subsidence in 2018. Soteria acc... (2 pages)View decision -
Decision Reference DRN-3288464
17 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3288464 The complaint G, a limited company, complains that Barclays Bank UK Plc didn’t do enough to prevent it being the victim of an email invoice interception scam. G is represented in this complaint by Mr P, the company’s director, and a legal representative. But for ease of reading... (14 pages)View decision -
Decision Reference DRN-4147343
17 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4147343 The complaint Mrs C has complained about the way Advantage Insurance Company Limited dealt with a claim she made under her motor insurance policy. I will just refer to Advantage in this decision for simplicity, but this also includes its agents. What happened In summary, follow... (2 pages)View decision -
Decision Reference DRN-4225473
17 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4225473 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money are not treating customers the same who hold offline accounts and online accounts. What happened Mr G says he has been a Virgin Money customer for more than ten years. Recently he rang Virgin Money a ... (3 pages)View decision -
Decision Reference DRN-4248896
17 Jul 2023 American International Group UK Limited UpheldInvestmentsDRN-4248896 The complaint Mr L is unhappy that American International Group UK Limited (‘AIG’) has been charging him too much for a critical illness policy which provides cover for cancer (‘the policy’). What happened Mr L took out the policy in 2013 and pays a monthly premium for it. In 2... (3 pages)View decision -
Decision Reference DRN-4248624
17 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4248624 The complaint Ms M complains that AXA Insurance UK Plc unfairly declined her claim on her home insurance policy. What happened Ms M had home insurance that was underwritten by AXA. She had included cover for a specified ring as part of the policy. In March 2022 she had to have ... (2 pages)View decision