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 128085 results
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Decision Reference DRN-4188571
15 Jun 2023 Zurich Assurance Ltd UpheldInvestmentsDRN-4188571 The complaint Mr and Mrs H have complained about delays by Zurich Assurance Ltd in processing and settling their critical illness claim. What happened Mr and Mrs H had two policies providing life and critical illness cover with Zurich. In February 2022, Mr H was sadly diagnosed... (3 pages)View decision -
Decision Reference DRN-4189777
15 Jun 2023 ITI Capital Limited UpheldInvestmentsDRN-4189777 The complaint Mr N has complained about the delays he experienced when trying to close his two accounts he held with ITI Capital Limited (‘ITI’). Mr N has said that as a result of the delays, he has suffered a loss of around £7,000 and wants this returned to him. What happened ... (8 pages)View decision -
Decision Reference DRN-4189552
15 Jun 2023 MS Amlin Insurance SE UpheldInsuranceDRN-4189552 The complaint Mr E has complained about the way MS Amlin Insurance SE (‘MS Amlin’) has handled a claim he made on his commercial vehicle insurance policy. What happened On 30 May 2023, I issued a provisional decision explaining why I was intending to partially uphold this compl... (5 pages)View decision -
Decision Reference DRN-4151053
15 Jun 2023 Shelby Finance Ltd UpheldConsumer CreditDRN-4151053 The complaint Mr P complains that Shelby Finance Ltd trading as Dot Dot Loans (Shelby) gave him a loan he couldn’t afford to repay. What happened Mr P took one loan from Shelby for £400 on 6 March 2020. Mr P was due to make six monthly repayments of £114.95. Mr P repaid his loa... (5 pages)View decision -
Decision Reference DRN-4126064
15 Jun 2023 QIC Europe Ltd UpheldInsuranceDRN-4126064 The complaint Mr G complains QIC Europe Ltd (“QIC”) has unfairly declined a claim he made on his buildings insurance policy for subsidence. What happened As the circumstances aren’t in dispute, I’ll summarise the main points: Mr G made a claim for subsidence damage to his gara... (3 pages)View decision -
Decision Reference DRN-4080800
15 Jun 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4080800 The complaint Mr T complains Red Sands Insurance Company (Europe) Limited unfairly declined his motor warranty claim. What happened In August 2021 Mr T made a claim against his Red Sands motor warranty. His vehicle’s engine had suffered significant engine damage following pisto... (3 pages)View decision -
Decision Reference DRN-4181155
15 Jun 2023 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-4181155 The complaint Mr R’s complaint concerns charges to his SIPP (self invested personal pension) with Hargreaves Lansdown Asset Management Limited (HL). Mr R says the charges weren’t clearly set out and he’s been charged higher fees than he’d been led to expect. What happened I iss... (8 pages)View decision -
Decision Reference DRN-4113958
15 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4113958 The complaint Mr and Mrs R complain about the way that AXA Insurance UK Plc handled a medical expenses claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties, so I haven’t set it out in detail here. Instead, I’... (4 pages)View decision -
Decision Reference DRN-3777669
15 Jun 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3777669 The complaint Mrs K and Mr K complain about Great Lakes Insurance SE (Great Lakes) increasing the premiums on renewal of their lifetime pet insurance policy following a claim. References to Great Lakes include their agents who administer the policy. What happened Mrs K and Mr K... (4 pages)View decision -
Decision Reference DRN-3723874
14 Jun 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3723874 The complaint Mr and Mrs D complain that Shawbrook Bank Limited (“Shawbrook”) rejected the claim they made under sections 56 and 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. What happened... (6 pages)View decision