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 120469 results
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Decision Reference DRN-3564344
7 Jul 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3564344 The complaint Mr and Mrs S have complained about the poor service they received from AA Underwriting Insurance Company Limited (AAUICL) when they made a claim for an escape of water under their home insurance policy. As Mr S is the lead complainant for ease I’ll refer to him on... (3 pages)View decision -
Decision Reference DRN-3253430
7 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3253430 The complaint Mr and Mrs F have complained about the way their travel insurer, Union Reiseversicherung AG (URV), dealt with a claim they made on their policy. All references to URV include its agents. What happened Mr and Mrs F were away on holiday in late 2018 when Mr F injure... (6 pages)View decision -
Decision Reference DRN-3584067
7 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3584067 The complaint Mr A complains that Royal & Sun Alliance Insurance Limited (RSA) have unfairly settled his claim on his buildings insurance policy following an escape of water. He wants the claim settled and compensation for the inconvenience. What happened In early 2018 Mr A... (10 pages)View decision -
Decision Reference DRN-3583982
7 Jul 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3583982 The complaint Mr and Mrs K complain that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they says were misrepresented to them by the supplier. Mr and Mrs K i... (8 pages)View decision -
Decision Reference DRN-3583349
7 Jul 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3583349 The complaint Ms S complains that Bank of Scotland plc, trading as Halifax, were wrong to report a missed payment to her credit file. What happened I issued my provisional decision on this complaint in June 2022. An extract from that provisional decision is set out below. What ... (2 pages)View decision -
Decision Reference DRN-3581254
7 Jul 2022 Phoenix Life Limited UpheldInsuranceDRN-3581254 The complaint Mr O is unhappy about the way Phoenix Life Limited (‘Phoenix’) calculated the benefit under his permanent health insurance policy. What happened Many years ago, Mr O took a permanent health insurance policy (‘the policy’) which would provide a weekly benefit in th... (9 pages)View decision -
Decision Reference DRN-3583625
7 Jul 2022 Calpe Insurance Company Limited UpheldInsuranceDRN-3583625 The complaint Mr S complains Calpe Insurance Company Limited declined his motor insurance claim. What happened Mr S had a car insurance policy with Calpe, and he made a claim when his car was stolen. Calpe said a third party reported that the car had been involved in an acciden... (4 pages)View decision -
Decision Reference DRN-3566351
7 Jul 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3566351 The complaint Miss H's complaint is about the refusal of a claim under her pet insurance policy with Casualty & General Insurance Company (Europe) Ltd (“C & G“). What happened In August 2021, Miss H made a claim under the policy for treatment for her dog. Miss H’s ... (4 pages)View decision -
Decision Reference DRN-3554257
7 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3554257 The complaint A partnership which I’ll refer to as ‘B’ complains that PayPal (Europe) Sarl et Cie SCA (‘PayPal’) has treated it unfairly by asking for documents it cannot provide and refusing to release its funds. The complaint is brought on B’s behalf by one of its partners, ... (2 pages)View decision -
Decision Reference DRN-3583447
7 Jul 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3583447 The complaint Mr and Mrs A complained that their claim for storm damage under their “thatched” home insurance policy with Fairmead Insurance Limited (“Fairmead”) was unfairly declined. What happened During a period of heavy rainfall, Mr and Mrs A said their thatch roof was dama... (3 pages)View decision
