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
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Decision Reference DRN-4107773
2 May 2023 esure Insurance Limited UpheldInsuranceDRN-4107773 The complaint Mr J complains esure Insurance Limited (esure) did not offer a fair market value for his car when it was written off in an accident. What happened Following an incident with his car Mr J made a claim on his motor insurance policy that he had with esure. The car wa... (3 pages)View decision -
Decision Reference DRN-4035370
2 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-4035370 The complaint Mr H complains about Ageas Insurance Limited (Ageas), who declined his claim under his home insurance policy. What happened Mr H explained that his ceiling in his home suddenly collapsed. He contacted a contractor who discovered a hole in a roof tile and proceeded... (3 pages)View decision -
Decision Reference DRN-3933061
2 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3933061 The complaint Miss H complains that Advantage Insurance Company Limited (Advantage) hasn’t settled her claim on her car insurance policy fairly. What happened Miss H’s car was stolen, so she made a claim on her car insurance policy. Advantage accepted Miss H’s claim and offered... (2 pages)View decision -
Decision Reference DRN-4065248
2 May 2023 Rothesay Life Plc UpheldPensions and AnnuitiesDRN-4065248 The complaint Mr M complains that Rothesay Life Plc, trading as Rothesay, delayed providing information to his independent financial adviser (‘IFA’) which resulted in his transfer value quotation expiring. What happened Mr M was a deferred member of a defined benefit occupation... (4 pages)View decision -
Decision Reference DRN-4041362
2 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4041362 The complaint Miss R and Mr S, together complain that Everyday Lending Limited, trading as Everyday Loans (“EL”), lent to them irresponsibly and the loan placed them in a worse financial situation than before. What happened Miss R says she applied for the loan initially on her ... (5 pages)View decision -
Decision Reference DRN-4091300
2 May 2023 esure Insurance Limited UpheldInsuranceDRN-4091300 The complaint Mr H and Mr B have complained that, after Mr B’s car was deemed a total loss, esure Insurance Limited settled the claim for only the amount outstanding on finance, rather than the market value of the car. What happened In summer 2021, Mr B bought a new car on a pe... (2 pages)View decision -
Decision Reference DRN-3915918
2 May 2023 Charles Stanley & Co Ltd UpheldPensions and AnnuitiesDRN-3915918 The complaint Mr V complains about pension advice provided by Charles Stanley & Co Ltd (CS). What happened The events that occurred aren’t disputed by either party. So, I’ll only briefly summarise here insofar as setting out the basic relevant facts. Mr V met with CS in 202... (4 pages)View decision -
Decision Reference DRN-3927366
2 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3927366 The complaint Mr B complains Santander UK Plc closed his account with no reason. They issued a cheque in the wrong name which delayed access to his funds. He would like substantial compensation. What happened Mr B had three accounts with Santander including two business account... (3 pages)View decision -
Decision Reference DRN-3956267
2 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3956267 The complaint Miss C is unhappy with the way her claim was handled by Great Lakes Insurance SE (GL). What happened Miss C was on holiday when she became unwell. Miss C said she’d contracted food poisoning whilst staying with a holiday host. She spoke with GL’s emergency assista... (4 pages)View decision -
Decision Reference DRN-4095116
2 May 2023 Zurich Assurance Ltd UpheldInsuranceDRN-4095116 The complaint Mr A complains that Zurich Assurance Ltd has terminated an incapacity claim he made on his group income protection insurance policy. What happened The background to this complaint is well-known to both parties, so I’m not going to set it out in detail here. Instea... (9 pages)View decision