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-3693252
12 Jun 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3693252 The complaint Mr V complains that Aviva Life & Pensions UK Limited has failed to treat him fairly when calculating the value of his accrued pension benefits. What happened Mr V holds pension savings with Aviva. Those pension savings are held in a with-profits fund that is d... (4 pages)View decision -
Decision Reference DRN-4069775
12 Jun 2023 Forsakringsaktiebolaget Agria (publ) UpheldInsuranceDRN-4069775 The complaint Miss G complains about how Forsakringsaktiebolaget Agria (publ) dealt with the claim for her dog’s medication. What happened Miss G has insurance for her dog with Agria. In November 2018 the dog was diagnosed with exocrine pancreatic insufficiency (EPI). There’s n... (4 pages)View decision -
Decision Reference DRN-4127218
12 Jun 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4127218 The complaint Mr R complains that Inter Partner Assistance S.A. (“IPA”) mishandled his claim on a breakdown insurance policy. Much of this complaint concerns acts and omissions of IPA’s service providers. As I hold IPA responsible for such acts or omissions, I may refer to them... (7 pages)View decision -
Decision Reference DRN-4116755
12 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4116755 The complaint Mr H is unhappy Royal & Sun Alliance Insurance Limited turned down a claim he made on his wedding insurance policy. What happened Mr H was due to get married (to Ms M) in April 2021 in an overseas location. The wedding couldn’t go ahead because of the Covid-19... (3 pages)View decision -
Decision Reference DRN-4009759
12 Jun 2023 QIC Europe Ltd UpheldInsuranceDRN-4009759 The complaint Ms J complains about a claim settlement following a claim she made under her home insurance policy with QIC Europe Ltd. QIC are the underwriters (insurers) of this policy. Part of this complaint concerns the actions of their appointed agents. As QIC have accepted ... (3 pages)View decision -
Decision Reference DRN-4126610
12 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4126610 The complaint Miss T complains that HSBC UK Bank Plc (“HSBC”) have failed to refund £3,279.80 she lost to a bank impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will provide a br... (2 pages)View decision -
Decision Reference DRN-4183519
12 Jun 2023 Zurich Insurance PLC UpheldInsuranceDRN-4183519 The complaint Mr W complains that Zurich Insurance PLC (Zurich) hasn’t settled his claim on his car insurance policy for the loss of his car following its theft fairly. What happened Mr W’s car was stolen, so he made a claim on his car insurance policy. Zurich said Mr W’s car w... (2 pages)View decision -
Decision Reference DRN-4153580
12 Jun 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4153580 The complaint Miss B is unhappy with the premium Great Lakes Insurance SE charged for renewal of her lifetime pet insurance policy What happened Miss B took out a lifetime pet insurance policy for her dog with Great Lakes in December 2018. When she received renewal documentatio... (4 pages)View decision -
Decision Reference DRN-4171864
12 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4171864 The complaint Ms P complains about the service received from Lloyds Bank PLC. What happened Ms P was locked out of her account for over six weeks because of fraud alerts placed on her account which weren’t properly removed. Ms P says she spent a considerable amount of time - on... (3 pages)View decision -
Decision Reference DRN-4055549
12 Jun 2023 Ageas Insurance Limited UpheldInsuranceDRN-4055549 The complaint Mr A complains that Ageas Insurance Limited damaged his motorbike when it recovered it following a claim on his roadside assistance motor insurance policy. What happened Mr A said a recovery driver dropped his bike during the recovery causing damage to it. He want... (2 pages)View decision