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 128312 results
-
Decision Reference DRN-4110801
5 May 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4110801 The complaint Mr M complains about how Hastings Insurance Services Limited (“Hastings”) handled the renewal of his car insurance policy meaning that he had to pay more for a new policy. What happened Mr M had a motor insurance policy arranged through Hastings as his broker whic... (3 pages)View decision -
Decision Reference DRN-4115840
5 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4115840 The complaint Mrs M complains that HSBC UK Bank Plc closed her account without reason. She would like to know the reason. And compensation for the way she was treated. I am aware that there is a complaint about Mrs M’s credit card, but I will only be dealing with the closure of... (4 pages)View decision -
Decision Reference DRN-4005589
5 May 2023 Pinnacle Insurance Plc UpheldInsuranceDRN-4005589 The complaint Mrs K complains that when her cat required blood tests prior to surgery Pinnacle Insurance Plc deducted a second excess from the payment they made to her, when she’d already paid an excess in respect of her claim for the cost of the surgery. What happened Mrs K ha... (3 pages)View decision -
Decision Reference DRN-4116377
5 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4116377 The complaint Mrs M complains that Casualty & General Insurance Company (Europe) Ltd unfairly declined her pet insurance claim. Mrs M has brought her complaint through a family member. For ease, I’ll refer only to Mrs M in this decision. What happened In 2021, Mrs M’s young... (5 pages)View decision -
Decision Reference DRN-4109661
5 May 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4109661 Complaint Mr C has complained about a loan Loans 2 Go Limited (“L2G”) provided to him. He says the loan was unaffordable. Background L2G provided Mr C with a loan for £1,500.00 in May 2021. The loan had an APR of 253.7% and a 24-month term. This meant that the total amount to b... (3 pages)View decision -
Decision Reference DRN-4050660
5 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4050660 The complaint Mrs J is unhappy with the service received from Great Lakes Insurance SE when seeking assistance under her travel insurance policy. All references to Great Lakes include its medical assistance company. And although Mrs J is being represented in this complaint, for... (4 pages)View decision -
Decision Reference DRN-3960213
5 May 2023 I Go 4 Ltd. UpheldInsuranceDRN-3960213 The complaint Mr N complains about the customer service he received from I Go 4 Ltd (‘IGo4’). What happened The background to this complaint is well known to both Mr N and IGo4. In my decision, I’ll focus mainly on giving the reasons for reaching the outcome that I have. Mr N t... (2 pages)View decision -
Decision Reference DRN-4116406
5 May 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4116406 The complaint Miss B is unhappy with how AA Underwriting Insurance Company Limited (AA) dealt with a claim she made under her motor insurance policy. AA appointed agents to act on its behalf. AA accepts responsibility for these. And any reference to AA also includes these agent... (4 pages)View decision -
Decision Reference DRN-4113531
5 May 2023 U K Insurance Limited UpheldInsuranceDRN-4113531 The complaint E, a firm of loss assessors, complains on behalf of Mr R and Mrs R, directors of P, a company, that U K Insurance Limited trading as NIG Insurance (UKI) has declined a claim for water damage to its let property as it says it had been unoccupied for the preceding 3... (3 pages)View decision -
Decision Reference DRN-4116320
5 May 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4116320 The complaint Mr J complains American Express Services Europe Limited (“AESEL”) sent communications to contact details which weren’t his. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reason... (2 pages)View decision