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-4031928
19 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4031928 The complaint Mrs S has complained about the service provided by British Gas Insurance Limited (’British Gas’) under her home care policy. What happened Mrs S experienced a boiler break-down in December 2022 and called out British Gas to fix the boiler under her home care polic... (4 pages)View decision -
Decision Reference DRN-4076666
19 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4076666 The complaint Mr T has complained about Admiral Insurance (Gibraltar) Limited’s handling of his claim for a damaged carpet under his home insurance policy. What happened Mr T made a claim in July for damage to his floor caused by rising damp. The claim was referred to Admiral’s... (2 pages)View decision -
Decision Reference DRN-4085319
18 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4085319 The complaint E complains about HSBC UK Bank Plc’s decision to block and close its account. E also complains about the time taken in releasing the money held in the account back to it. Mr K, E’s director, says this caused significant loss to E’s business and reputation and want... (3 pages)View decision -
Decision Reference DRN-3947628
18 Apr 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3947628 The complaint Mr M has complained that Lloyds Bank PLC (“Lloyds”) sent him a letter (that was not sent by recorded delivery) without paying for postage. Mr M was required to drive to a post office and pay £2.50 to release the letter. Mr M is also unhappy with the initial member... (3 pages)View decision -
Decision Reference DRN-4070075
18 Apr 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4070075 The complaint Mr and Mrs S complain that AXA Insurance UK Plc has turned down a personal possessions claim they made on a travel insurance policy. As Mr S has brought the complaint, for ease of reading, I’ve referred mainly to him. What happened Mr and Mrs S hold travel insuran... (3 pages)View decision -
Decision Reference DRN-4082145
18 Apr 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4082145 The complaint Mr S complains about delays in transferring his pension from ReAssure Limited to another provider. What happened Both parties are familiar with the circumstances of what’s happened here. So I’ll just briefly summarise the chain of events as I understand them. Mr S... (5 pages)View decision -
Decision Reference DRN-4085427
18 Apr 2023 Highway Insurance Company Limited UpheldInsuranceDRN-4085427 The complaint Mr B complained that part of his claim for storm damage under her home insurance policy with Highway Insurance Company Limited (“Highway Insurance”) was unfairly declined. What happened Mr B made a claim on his policy. He said storm force winds had caused damage t... (5 pages)View decision -
Decision Reference DRN-4020629
18 Apr 2023 Marshmallow Financial Services Ltd UpheldInsuranceDRN-4020629 The complaint Mrs R complains about the service received from Marshmallow Financial Services Ltd (“Marshmallow”) when requesting proof of her no claims discount and incorrectly recording a claim on her car insurance. She also complains about their service which led to her polic... (4 pages)View decision -
Decision Reference DRN-4077777
18 Apr 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4077777 The complaint Mr A and Mrs A complain about National Westminster Bank Plc (“NatWest”) for failing to stop transactions coming from their jointly held account, whilst at the same time heavily scrutinising their genuine transactions. They also complain that NatWest ultimately clo... (3 pages)View decision -
Decision Reference DRN-4085154
18 Apr 2023 UK General Insurance Limited UpheldInsuranceDRN-4085154 The complaint Mr S complained that his claim for accidental damage to his sofa was unfairly declined by UK General Insurance Limited (“UKGI”) under his furniture protection plan and he thought the level of customer service was poor. What happened Mr S made a claim when he accid... (3 pages)View decision