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 125299 results
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Decision Reference DRN-4021228
14 Mar 2023 Arch Insurance (UK) Limited UpheldInsuranceDRN-4021228 The complaint Mr H and Mr J, directors of M, complain about the poor service and delays M received from Arch Insurance (UK) Limited (Arch) in respect of a claim for damage to its property. I have just referred to Mr H throughout. What happened I set out the background to the c... (4 pages)View decision -
Decision Reference DRN-4019573
14 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-4019573 The complaint G has complained that UK Insurance Limited (UKI) have turned down its claim under a Motor Trade insurance policy. Mr B, who is a director of G, has brought the complaint on behalf of G. What happened A person posing as a customer stole a car belonging to G from th... (6 pages)View decision -
Decision Reference DRN-4021791
14 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-4021791 The complaint Mr and Mrs W complain about Ageas Insurance Limited’s handling of their building’s insurance claim. Mr and Mrs W are being represented by Mrs W2 but I shall refer to Mr and Mrs W below for ease. All references to Ageas also include its appointed agents. What happe... (3 pages)View decision -
Decision Reference DRN-3931641
14 Mar 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3931641 Complaint Ms D’s complaint is about a credit card payment protection insurance (PPI) policy that remained in place after Ms D ceased to be employed. She would like Lloyds Bank General Insurance Limited (“Lloyds”) to refund the premiums she paid for the period it was the insurer... (3 pages)View decision -
Decision Reference DRN-4013945
14 Mar 2023 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-4013945 The complaint Mr W has complained that Bank of Ireland (UK) Plc (BOI) failed to issue him a new Physical Security Key (PSK) on several occasions causing a delay in him making an important payment. What happened The details of the complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-3954606
14 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-3954606 The complaint Mr O is unhappy with Aviva Insurance Limited’s decision to only pay part of his claim. What happened Mr O has travel insurance with Aviva through his packaged bank account. He travelled to Nigeria on 23 June 2022 and returned to the UK on 12 July. He didn’t travel... (3 pages)View decision -
Decision Reference DRN-4020480
14 Mar 2023 Sanlam Partnerships Limited UpheldPensions and AnnuitiesDRN-4020480 The complaint Mr M says the advice given and the arrangements made by Tavistock Financial Limited, now registered as Sanlam Partnerships Limited (SPL), to transfer his defined benefit (DB) pension into a flexible retirement plan with Prudential was unsuitable. What happened Mr ... (10 pages)View decision -
Decision Reference DRN-3990434
14 Mar 2023 Studio Retail Limited UpheldConsumer CreditDRN-3990434 The complaint Mr C, who is representing his wife, complains that Studio Retail Limited (“SRL”) allowed her to order goods when her account should have been closed. It also failed to resolve the matter properly. What happened Mr C has been appointed a deputy by the Court of Prot... (4 pages)View decision -
Decision Reference DRN-3807026
14 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-3807026 The complaint Mr W has complained about QIC Europe Ltd’s (‘QIC’s’) decision to decline a claim he made for damage to his roof, caused by a storm. What happened In February 2022, Mr W made a claim on his buildings insurance policy for damage caused by a storm to the roof of his ... (4 pages)View decision -
Decision Reference DRN-4003315
14 Mar 2023 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-4003315 The complaint A company which I will call T, complains that WorldPay (UK) Limited reversed a number of genuine transactions they accepted through their card terminals, and then did not help fix the issue for a considerable period of time. They say that this resulted in inconven... (3 pages)View decision
