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 128535 results
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Decision Reference DRN-4027483
5 May 2023 The Salvation Army General Insurance Corporation Ltd UpheldInsuranceDRN-4027483 The complaint Miss S complains that Salvation Army General Insurance Corporation Ltd (Salvation) declined her claim for damage to items contained in a storage facility, under her contents insurance policy. What happened Miss S says she was made aware of a flood in 2020 at the s... (4 pages)View decision -
Decision Reference DRN-4096997
5 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4096997 The complaint Mr G complains that British Gas Insurance Limited has treated him unfairly when handling a claim made on his home care policy. What happened Mr G made a claim under his home emergency/care policy for British Gas to repair a water leak that he’d been informed of by... (3 pages)View decision -
Decision Reference DRN-4115198
5 May 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4115198 The complaint Mr D has complained about the amount Haven Insurance Company Limited paid in settlement of a claim he made under his commercial motor insurance (Taxi) policy. What happened The details of this complaint are well known to both parties, so I will not repeat them aga... (4 pages)View decision -
Decision Reference DRN-4083689
5 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4083689 The complaint Miss P complains about the way British Gas Insurance Limited [“BG”] handled a claim she made on her HomeCare home emergency insurance policy. What happened The background to this complaint is well known to the parties, so I’ve included a summary here. Miss P has ... (3 pages)View decision -
Decision Reference DRN-3856058
5 May 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3856058 The complaint Mrs E complains about Red Sands Insurance Company (Europe) Limited (Red Sands) declining a claim under her pet insurance policy for treatment of her dog. References to Red Sands include their agents who administer the policy. What happened In September 2021 Mrs E ... (5 pages)View decision -
Decision Reference DRN-4113745
5 May 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4113745 The complaint Mr and Mrs H complain about the way that Admiral Insurance (Gibraltar) Limited dealt with their Home Emergency claim in respect of a leaking boiler, and of consequent damage due to the delay in repairing it. The claim was dealt with on Admiral’s behalf by loss adj... (4 pages)View decision -
Decision Reference DRN-3976616
5 May 2023 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-3976616 The complaint Mr M complains that the information displayed by Scottish Equitable Plc, trading as AEGON, (‘Aegon’) through its online portal about his self-invested personal pension (‘SIPP’) is difficult to understand. And when he has asked for an explanation of this Aegon prov... (6 pages)View decision -
Decision Reference DRN-4115286
5 May 2023 Metro Bank PLC UpheldConsumer CreditDRN-4115286 The complaint Miss H complains Metro Bank PLC (trading as RateSetter) recorded incorrect adverse information on her credit file. What happened In October 2022 Miss H contacted Metro to explain she would be unable to make her payment in November as she was changing jobs and ther... (3 pages)View decision -
Decision Reference DRN-3992611
5 May 2023 Morses Club PLC UpheldConsumer CreditDRN-3992611 The complaint Ms C, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. Had it done so, Morses would’ve realised she couldn’t afford the loans. What happened Ms C was advanced six home... (5 pages)View decision -
Decision Reference DRN-3879287
5 May 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3879287 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to refund a transaction he didn’t recognise and provided poor service. What happened Mr B noticed a payment had left his credit card that he didn’t recognise and raised it with Virgi... (3 pages)View decision