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-3638836
18 Aug 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3638836 The complaint Ms I is unhappy that Red Sands Insurance Company (Europe) Limited (Red Sands) declined her pet insurance claim. Any reference to Red Sands Includes all its agents. What happened In August 2013, Ms I took out a pet insurance policy for her dog, who I’ll refer to as... (3 pages)View decision -
Decision Reference DRN-3561097
18 Aug 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3561097 The complaint Miss S complains TransUnion International UK Limited trading as TransUnion Information Group have merged her details on her credit file with those of her sibling. What happened In March 2021 Miss S checked the information TransUnion held about her following a loan... (2 pages)View decision -
Decision Reference DRN-3411987
18 Aug 2022 Ecclesiastical Insurance Office Plc UpheldInsuranceDRN-3411987 The complaint Mrs S is unhappy that Ecclesiastical Insurance Office Plc has avoided her home insurance policy and declined a claim she made. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the key points: Mrs S has been using an independe... (5 pages)View decision -
Decision Reference DRN-3580335
18 Aug 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3580335 The complaint Mr H complains about Admiral Insurance (Gibraltar) Limited (Admiral), who declined his claim under his home insurance policy. What happened Mr H returned home from work and found that his home had been broken into. The perpetrators had forced his front door open a... (3 pages)View decision -
Decision Reference DRN-3588745
18 Aug 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3588745 The complaint Ms O complains about DAS Legal Expenses Insurance Company Limited's decision to decline a claim she made on her policy for legal assistance. What happened Ms O took out home insurance which included legal expenses cover in 2016. In 2017 she made a claim on th... (7 pages)View decision -
Decision Reference DRN-3654116
18 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3654116 The complaint Mr H complains about Lloyds Bank PLC and their failure to provide him with the PIN to his current account on an audio CD. What happened In April 2021, Mr H opened a current account with Lloyds. Mr H has said when opening the account, he asked for his PIN to be sen... (4 pages)View decision -
Decision Reference DRN-3654689
17 Aug 2022 British Gas Insurance Limited UpheldInsuranceDRN-3654689 The complaint Mrs M complains British Gas Insurance Limited (British Gas) poorly handled her claim on her home emergency policy. What happened Mrs M had a HomeCare home emergency insurance policy with British Gas, In November 2020 she contacted British Gas to arrange a service ... (4 pages)View decision -
Decision Reference DRN-3654622
17 Aug 2022 Zurich Insurance PLC UpheldInsuranceDRN-3654622 The complaint Miss L’s representative complains on her behalf that Zurich Insurance PLC (Zurich) have not offered to settle her claim on her home insurance policy fairly. References to Miss L, or her representative, will include the other. There are several parties and represen... (4 pages)View decision -
Decision Reference DRN-3626375
17 Aug 2022 HDI Global Specialty SE UpheldInsuranceDRN-3626375 The complaint Mr and Mrs R complain about how HDI Global Specialty SE dealt with and settled their claim on their home insurance following an escape of water. All references to HDI include the actions of its agents. What happened Mr and Mrs R had home insurance that was underwr... (3 pages)View decision -
Decision Reference DRN-3588920
17 Aug 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3588920 The complaint Mr D complains that Marks & Spencer Financial Services Plc (M&S) marked his credit file with a default and missed payments. What happened Mr D had a credit card with M&S. In April 2020, the limit was £4,800 and the balance was £4,284.01. Minimum monthl... (5 pages)View decision
