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 119923 results
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Decision Reference DRN-3477434
20 May 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3477434 The complaint Mr B has complained that Sainsbury’s Bank Plc failed to properly monitor his credit card account or offer him support when he was gambling compulsively. He has asked that it refund all of the interest and charges that have been applied to his account. Background M... (4 pages)View decision -
Decision Reference DRN-3491094
20 May 2022 American International Group UK Limited UpheldInsuranceDRN-3491094 The complaint Mr N is unhappy with the replacement phone he’s been sent by American International Group UK Limited (AIG) after he made a claim under his mobile phone insurance policy. What happened Mr N’s mobile phone was replaced by AIG following a claim under his insurance po... (3 pages)View decision -
Decision Reference DRN-3390392
20 May 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3390392 The complaint Mr H complains that Creation Financial Services Limited hasn’t transferred his reward points and hasn’t answered his correspondence about the points. What happened Mr H says he took out a Creation account card and earned just over 11,000 reward points. He says his... (2 pages)View decision -
Decision Reference DRN-3367583
20 May 2022 U K Insurance Limited UpheldInsuranceDRN-3367583 The complaint Mr C complains that U K Insurance Limited (UKI) linked a recent claim on his pet insurance policy to a previous condition with a maximum claim limit. What happened Mr C’s pet recently developed lameness and was diagnosed with bulging discs. She’d had spine problem... (3 pages)View decision -
Decision Reference DRN-3305888
20 May 2022 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-3305888 The complaint Mr K, as a representative of the estate of Mrs K, complains that Standard Life Assurance Limited (Standard Life) used the date that his wife died to calculate the value of her pension fund instead of a more appropriate later date. He’s also complained about Standa... (10 pages)View decision -
Decision Reference DRN-3482446
20 May 2022 Allianz Insurance Plc UpheldInsuranceDRN-3482446 The complaint Mrs N complains that Allianz Insurance Plc trading as Petplan added an exclusion to her horse’s policy when it renewed in May 2021. She considers the exclusion to be unfair and wants it changed. What happened Mrs N has insurance for her horse with Allianz. Her cov... (4 pages)View decision -
Decision Reference DRN-3372423
20 May 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3372423 The complaint Miss P complains about the poor service she received from Sainsbury’s Bank Plc while trying to discuss her outstanding credit card balance. What happened Miss P contacted our service to complain about Sainsbury’s response to a settlement offer she’d made to clear ... (3 pages)View decision -
Decision Reference DRN-3457178
20 May 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3457178 The complaint Miss S has complained about the service provided and settlement offered by Fairmead Insurance Limited (‘Fairmead’) under her home insurance policy. What happened Following a storm, Miss S’s property suffered external and internal damage to the sunroom of her prope... (3 pages)View decision -
Decision Reference DRN-3344628
20 May 2022 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-3344628 The complaint Mr and Mrs W and their children, Mr W and Miss W, are unhappy that Chaucer Insurance Company Designated Activity Company hasn’t paid a claim made under their travel insurance policy. To keep things simple, I’ve referred to Mr and Mrs W throughout as the trip was b... (3 pages)View decision -
Decision Reference DRN-3480504
20 May 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3480504 The complaint Mr D complains Advantage Insurance Company Limited (Advantage) unfairly settled his claim on his motor insurance policy. There are several parties and representatives of Advantage involved throughout the claim but for the purposes of this complaint I’m only going ... (3 pages)View decision
