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 120469 results
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Decision Reference DRN-3665669
23 Sep 2022 Liberty Mutual Insurance Europe SE UpheldInsuranceDRN-3665669 The complaint Mrs A, as director of a company I will refer to as D, complains about the decision of Liberty Mutual Insurance Europe SE to decline D’s business interruption insurance claim made as a result of the COVID-19 pandemic. Mrs A is also unhappy with the impact on D of t... (4 pages)View decision -
Decision Reference DRN-3708787
23 Sep 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3708787 The complaint Miss Q complains about Fairmead Insurance Limited’s (Fairmead) settlement offer following an accidental damage claim under her home buildings insurance. What happened In May 2021 Miss Q found that water had entered into her house following a storm. She says water ... (6 pages)View decision -
Decision Reference DRN-3716809
23 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3716809 The complaint Mr K and Ms G complain that Royal & Sun Alliance Insurance Limited (trading as More Th>n) mishandled a claim on the home emergency section of their home insurance policy. Where I refer to Mr K, I regard him as also speaking for Ms G. Where I refer to RSA, I... (3 pages)View decision -
Decision Reference DRN-3714740
23 Sep 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3714740 The complaint Mr S complains that Halifax Share Dealing Limited trading as IWeb Share Dealing caused him a financial loss due to incorrect information being displayed on their website. What happened One of our Investigators looked into what happened and thought that IWeb should... (3 pages)View decision -
Decision Reference DRN-3716275
23 Sep 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3716275 The complaint Mrs G is unhappy how TSB Bank plc (TSB) handled her request for help to recover money following the changes made to her holiday. What happened Mrs G booked a week’s holiday for her and her husband in February 2020. She used an online agent, who I’ll refer to as O.... (3 pages)View decision -
Decision Reference DRN-3716659
23 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3716659 The complaint Mrs M complains that Aviva Insurance Limited handled her motor insurance claim unfairly. What happened Mrs M had a motor insurance policy with Aviva. She said her car was hit by a stray golf ball while she was driving close to a golf club. There was damage to her ... (2 pages)View decision -
Decision Reference DRN-3711230
23 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3711230 The complaint Ms B, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Ms B was advanced 6 home collected loans between November 2017 and January 2021. I’ve included som... (6 pages)View decision -
Decision Reference DRN-3714041
23 Sep 2022 BUPA Insurance Limited UpheldInsuranceDRN-3714041 The complaint Mr L complains that BUPA Insurance Limited mis-sold him a ‘Worldwide Health Options’ private medical insurance policy. What happened In 2014, BUPA sold Mr L a ‘Worldwide Health Options’ policy which included ‘Worldwide Medical Insurance’ (‘WMI’), ‘Worldwide Medica... (4 pages)View decision -
Decision Reference DRN-3713804
23 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3713804 The complaint Ms R complains NewDay Ltd (NewDay) increased the credit limit on her credit card account, despite having made them aware of her personal circumstances. What happened Ms R says she held two credit card accounts with NewDay. Ms R says she was struggling financially ... (4 pages)View decision -
Decision Reference DRN-3713987
23 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3713987 The complaint Ms B complains because Aviva Insurance Limited has refused to pay a claim under her private medical insurance policy. What happened Ms B holds a private medical insurance policy, provided by Aviva. The policy was underwritten on a ‘continued medical exclusions’ ba... (3 pages)View decision
