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 120614 results
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Decision Reference DRN-3613470
31 Aug 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3613470 The complaint Ms L complains about Casualty & General Insurance Company (Europe) Ltd (CG) rejecting a claim under her pet insurance policy for treatment to her dog for vomiting and diarrhoea. References to CG include their agents who administer the policy. What happened Ms ... (4 pages)View decision -
Decision Reference DRN-3674809
31 Aug 2022 Amtrust Europe Limited UpheldInsuranceDRN-3674809 The complaint Miss C and Mr S complain that AmTrust Europe Limited (“AmTrust”) has treated them unfairly in relation to their buildings warranty. Any reference to Miss C, Mr S or AmTrust includes any agents or representatives. What happened The background of this complaint is w... (4 pages)View decision -
Decision Reference DRN-3675509
31 Aug 2022 Astrenska Insurance Limited UpheldInsuranceDRN-3675509 The complaint Mr J complains that following the breakdown of his boiler his insurer, Astrenska Insurance Limited refused to pay the £250 towards a replacement that he is entitled to. Other parties have acted on Astrenska’s behalf, but I have just referred to Astrenska here. Wha... (4 pages)View decision -
Decision Reference DRN-3608765
31 Aug 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3608765 The complaint Mr M and Miss R complain about Royal & Sun Alliance Limited’s decision to decline a claim made under their home insurance policy. What happened Mr M and Miss R have a home insurance policy underwritten by RSA which covers their contents and buildings, amongst ... (4 pages)View decision -
Decision Reference DRN-3672875
31 Aug 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3672875 The complaint Mr M complains that National Westminster Bank Plc won’t refund him the money he lost when he fell victim to an investment scam. Both sides have submitted significant volumes of evidence. In what follows I have focussed on what I consider most relevant to the outco... (10 pages)View decision -
Decision Reference DRN-3532388
31 Aug 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3532388 The complaint Mrs N complains about delays experienced when she notified Creation Financial Services Limited (“Creation”) of her name change and their subsequent decision to cancel her old credit card. What happened Mrs N has held a credit card account provided by Creation sinc... (3 pages)View decision -
Decision Reference DRN-3661746
31 Aug 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3661746 The complaint Mr H complains that a car he acquired by way of a conditional sale agreement with Santander Consumer (UK) plc trading as Santander Consumer Finance was not of satisfactory quality. What happened Mr H entered into a conditional sale agreement with Santander on 27 A... (8 pages)View decision -
Decision Reference DRN-3645014
31 Aug 2022 Ageas Insurance Limited UpheldInsuranceDRN-3645014 The complaint Mrs V has complained about her car insurer Ageas Insurance Limited. She’s said her dashcam went missing when Ageas did some repairs, and its customer service was awful. What happened Mrs V had an accident in September 2019. In 2021 she contacted Ageas as she was u... (2 pages)View decision -
Decision Reference DRN-3518745
31 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3518745 The complaint Mrs K is unhappy with how NewDay Ltd responded to concerns she had about potential fraud occurring on her account. What happened Mrs K had a NewDay administered credit account. In October 2021, Mrs K received an email from NewDay which stated that her credit accou... (2 pages)View decision -
Decision Reference DRN-3628615
31 Aug 2022 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-3628615 The complaint Mr W says Atlanta Insurance Intermediaries Limited (trading as Swinton) didn’t give him due notice of his motor insurance policy being cancelled, leading to severe consequences. What happened Mr W’s policy started on 15 November 2021. On 9 December 2021 the police... (2 pages)View decision
