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 120799 results
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Decision Reference DRN-3608289
22 Sep 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3608289 The complaint Mr and Mrs D are unhappy that AA Underwriting Insurance Company Limited (“AA”) declined their claim for a replacement boiler and carpet under their household insurance. What happened Mr and Mrs D’s boiler burst on the 12 March 2021. Water escaping from it spilled ... (5 pages)View decision -
Decision Reference DRN-3714150
22 Sep 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3714150 The complaint Mr G complains about Casualty & General Insurance Company (Europe) Ltd (CG) asking him to pay an additional premium towards claims for the cost of treatment to his dog under his pet insurance policy, because of an error in the dog’s date of birth. References t... (6 pages)View decision -
Decision Reference DRN-3637222
22 Sep 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3637222 The complaint Ms B has complained about the way Domestic & General Insurance Plc (D&G) has treated her as a customer. Ms B says D&G mis-sold her a policy and declined her claim. She says the service D&G has provided has been very p... (4 pages)View decision -
Decision Reference DRN-3667736
22 Sep 2022 Ageas Insurance Limited UpheldInsuranceDRN-3667736 The complaint Mr B and Mrs B complain about Ageas Insurance Limited (Ageas) under their home insurance policy, about how they dealt with damage to the roof of their property caused by bad weather. References to Ageas include their agents who provide services and deal with claim... (3 pages)View decision -
Decision Reference DRN-3585058
22 Sep 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3585058 The complaint Mr and Mrs P complain that TSB Bank Plc closed their bank account in error. And that, because of this, their travel insurance benefit was cancelled which resulted in a claim being declined by the insurance provider. Mr and Mrs P have been represented by a third-pa... (4 pages)View decision -
Decision Reference DRN-3636387
22 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3636387 The complaint Mrs H is unhappy about the service received from Barclays Bank UK PLC. Mrs H has been represented in making this complaint by her husband Mr H. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mrs H herself. What happ... (3 pages)View decision -
Decision Reference DRN-3513755
22 Sep 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3513755 The complaint Mr D complains HSBC UK Bank Plc caused delays in releasing security which he says caused him financial and non-financial loss. What happened Mr D looked to redeem his mortgage with HSBC in late 2021. As part of the redemption process Mr D’s solicitor identified an... (3 pages)View decision -
Decision Reference DRN-3465726
22 Sep 2022 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-3465726 The complaint Mr B is unhappy that Aviva Life & Pensions UK Limited declined a claim under a group income protection insurance policy he had the benefit of, and the time taken to consider his claim. What happened Towards the end of 2018 Mr B became absent from work and was ... (5 pages)View decision -
Decision Reference DRN-3681676
22 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3681676 The complaint Mr D complains about U K Insurance Limited’s (U K Insurance) handling of his claim and failure to identify the source of a leak, under his home emergency policy. Any reference to U K Insurance includes its contractors and agents. What happened Mr D contacted U K I... (4 pages)View decision -
Decision Reference DRN-3702722
22 Sep 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3702722 The complaint Mr S is unhappy that Marks & Spencer Financial Services Plc (‘M&S’) won’t refund all the money he’s lost to a scam. What’s happened? Mr S made payments totalling £170,000 as part of an investment scam in mid-2019. He says that M&S didn’t carry out the ... (4 pages)View decision
