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 119142 results
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Decision Reference DRN-3557921
27 Jun 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3557921 The complaint Mr and Mrs S are unhappy that Great Lakes Insurance SE declined a claim they made on their travel insurance policy. What happened On 11 March 2020 the World Health Organisation (WHO) declared Covid-19 to be a global pandemic. A few days later on 14 March 2020 Mr a... (7 pages)View decision -
Decision Reference DRN-3537807
27 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3537807 The complaint Mrs H complains that AXA Insurance UK Plc haven’t paid her claim for lost luggage when she claimed on her travel insurance policy. What happened Mrs H was returning home from a holiday abroad. When her plane landed back in the UK, she was told that her luggage had... (2 pages)View decision -
Decision Reference DRN-3562852
27 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3562852 The complaint S, a limited company, complains that National Westminster Bank Plc (NatWest) gave it conflicting information about the number of accounts it could view online. S wants to be able to view all of it accounts without having to pay a monthly fee to NatWest. What happe... (3 pages)View decision -
Decision Reference DRN-3538561
27 Jun 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3538561 The complaint Mrs M complains about the repairs Tesco Underwriting Limited made to her car following a claim made on her motor insurance policy. What happened The catalytic convertor on Mrs M’s car was stolen and she made a claim on her policy. Tesco replaced the part and retur... (2 pages)View decision -
Decision Reference DRN-3387551
27 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3387551 The complaint Mr H complains about the service provided by Monzo Bank Ltd when he tried to reverse a payment. What happened In August 2021 Mr H contacted Monzo via its chat facility and asked it to reverse a payment of £235 he’d made to a business (A). Mr H told Monzo he was s... (2 pages)View decision -
Decision Reference DRN-3563923
27 Jun 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3563923 The complaint The complaint has been brought by a company, W. Any reference to W includes those submissions made on its behalf by its director, Mr B. W is unhappy with how Santander UK Plc handled chargeback requests. W complains that Santander caused avoidable delays, failed t... (5 pages)View decision -
Decision Reference DRN-3515220
27 Jun 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3515220 The complaint Mr G complains Fairmead Insurance Limited (previously known as Legal & General Insurance Limited) unfairly turned down his claim and cancelled his policy. What happened Mr G held an income protection policy underwritten by Fairmead. In April 2020, he made a cl... (3 pages)View decision -
Decision Reference DRN-3543825
27 Jun 2022 BUPA Insurance Limited UpheldInsuranceDRN-3543825 The complaint Mr B complains that BUPA Insurance Limited turned down his dental insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll focus on the reasons for my decision. What I’ve decided – and ... (2 pages)View decision -
Decision Reference DRN-3563763
27 Jun 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3563763 The complaint Representatives acting for a company, which I’ll refer to as V, have complained about Great Lakes Insurance SE’s handling of a claim on V’s coach and bus insurance policy. The policy is administered on Great Lakes’ behalf by a separate company. But, as Great Lakes... (4 pages)View decision -
Decision Reference DRN-3517386
27 Jun 2022 The Mortgage Works (UK) Plc UpheldMortgagesDRN-3517386 The complaint Mr P complains The Mortgage Works (UK) plc (TMW) refused his further mortgage advance, based on an inaccurate property valuation. What happened Mr P says he approached TMW in April 2021 to obtain a further advance on his buy to let mortgage (BTL) to pay for legal ... (3 pages)View decision
