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 125299 results
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Decision Reference DRN-3916867
26 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3916867 The complaint Mr P complains about the level of service received from British Gas Insurance Limited following a claim against his HomeCare insurance policy. What happened Mr P reported a leak to British Gas in 2021 from a pipe attached to the hot water cylinder. Mr P says engin... (3 pages)View decision -
Decision Reference DRN-3927013
26 Jan 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3927013 The complaint Mr and Mrs A complain that, in respect of a claim for water damage to their let property, Fairmead Insurance Limited has delayed, failed to provide test results, and failed to offer an adequate settlement. I shall refer to Fairmead throughout although most of the ... (3 pages)View decision -
Decision Reference DRN-3857424
26 Jan 2023 CIGNA Europe Insurance Company SA-NV UpheldInsuranceDRN-3857424 The complaint Mr D complains about how CIGNA Europe Insurance Company SA-NV dealt with a claim against his private dental insurance plan. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr D is a... (3 pages)View decision -
Decision Reference DRN-3822716
26 Jan 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-3822716 The complaint Mr J is unhappy with AXA PPP Healthcare Limited because it won’t continue to pay claims in full for fee-limited specialists. What happened Mr J raised a claim with AXA in March 2019. The treatment required specialist oversight and so Mr J arranged to see a doctor ... (3 pages)View decision -
Decision Reference DRN-3927359
26 Jan 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3927359 The complaint Mrs B complains that Creation Consumer Finance Ltd (“Creation”) failed to take account of a payment she made to settle her account and were therefore wrong to report adverse information to the credit reference agencies. What happened I issued my provisional decisi... (2 pages)View decision -
Decision Reference DRN-3888790
26 Jan 2023 AWP P&C SA UpheldInsuranceDRN-3888790 The complaint Miss T complains that AWP P&C SA hasn’t settled a claim she made on a travel insurance policy. Miss T’s represented by Mr T. But for ease of reading, I’ll refer to Miss T throughout. What happened The circumstances of this complaint are well-known to both part... (4 pages)View decision -
Decision Reference DRN-3837793
26 Jan 2023 Ageas Insurance Limited UpheldInsuranceDRN-3837793 The complaint Mr G and Mrs G complain that, following a theft, Ageas Insurance Limited unfairly valued their contents claim. For ease, I’ll only refer to the main policyholder – Mr G – in my decision. What happened Mr G made a claim under his policy for stolen jewellery. He com... (3 pages)View decision -
Decision Reference DRN-3556703
26 Jan 2023 Apollo Pension & Investment Advisers UpheldPensions and AnnuitiesDRN-3556703 The complaint Mr M has complained that Apollo Pension & Investment Advisers advised him to move his pension to a new Self-Invested Personal Pension (SIPP) and that the unregulated investments he invested in as a result have caused him to lose money. He would like to be put ... (8 pages)View decision -
Decision Reference DRN-3862908
26 Jan 2023 Borderway Finance Limited UpheldConsumer CreditDRN-3862908 The complaint Mrs S complains about a used car she acquired through a hire purchase agreement with Borderway Finance Limited. Very shortly after acquiring the car Mrs S reported a problem with the dynamic anti roll bar, requiring its replacement. Mrs S is unhappy that this will... (5 pages)View decision -
Decision Reference DRN-3892906
26 Jan 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3892906 The complaint Miss I has complained that Lloyds Bank PLC (“Lloyds”) didn’t take the necessary steps for responsible lending when providing her with an overdraft. What happened Miss I complained to Lloyds about its irresponsible overdraft lending. Lloyds upheld Miss I’s complain... (2 pages)View decision
