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 121876 results
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Decision Reference DRN-3552943
11 Jul 2022 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-3552943 The complaint Mr L complains that Ocaso SA, Compania de Seguros y Reaseguros (“Ocaso”) has unfairly handled a claim he’s made in relation to a loss of rent claim under a household building insurance policy which was taken out by the local authority. Any reference to Mr L or Oca... (3 pages)View decision -
Decision Reference DRN-3496791
11 Jul 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3496791 The complaint Mr H has complained about the service he received from Admiral Insurance Company Limited and its agents in repairing his window damage claim under his motor policy. What happened Mr H made a claim to Admiral in March 2021 for damage to his windows in car. Admiral ... (2 pages)View decision -
Decision Reference DRN-3577091
11 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3577091 The complaint Miss D complains that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by increasing her overdraft limit and acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss D had an overdraft with Lloyds from 200... (3 pages)View decision -
Decision Reference DRN-3572400
11 Jul 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3572400 The complaint Mrs K is unhappy that Domestic and General Insurance Plc (D&G) provided an unsuitable cooker hood following a claim she made on her warranty insurance. What happened In July 2021, D&G’s engineer couldn’t fix Mrs K’s cooker hood. D&G agreed to replace i... (5 pages)View decision -
Decision Reference DRN-3556005
11 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3556005 The complaint Mr E complains that Lloyds Bank PLC registered a marker at CIFAS, the national fraud database when it closed his account. What happened Mr E says that his account at Lloyds was closed in December 2017. But that he didn’t find out about the marker registered at tha... (2 pages)View decision -
Decision Reference DRN-3394589
11 Jul 2022 Aviva Insurance Limited UpheldInsuranceDRN-3394589 The complaint Mr H complains as an Executor of the estate of Mrs H about Aviva Insurance Limited’s (“Aviva”) decision to decline a claim under the late Mrs H’s home emergency insurance. What happened Mr H says a radiator at the late Mrs H’s home developed a leak so he contacted... (3 pages)View decision -
Decision Reference DRN-3484817
11 Jul 2022 WDP Insurance Limited UpheldInsuranceDRN-3484817 The complaint Mr D is unhappy that WDP Insurance Limited (WDP) declined his claim for loss under his mobile phone insurance policy. What happened Mr D explained the circumstances of his claim as follows: He bought a new phone and insurance while on holiday. He arranged for th... (4 pages)View decision -
Decision Reference DRN-3368013
11 Jul 2022 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-3368013 The complaint Mrs E complains about the service provided by Standard Life Assurance Limited (‘Standard Life’) when she contacted it about closing her Self Invested Personal Pension (SIPP). Mrs E says she has lost out financially due to the delay caused and Standard Life should ... (4 pages)View decision -
Decision Reference DRN-3560714
11 Jul 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3560714 The complaint Mrs C complains Advantage Insurance Company Limited (Advantage) unfairly declined her claim for repairs when she made a claim on her motor insurance policy There are several parties and representatives of Advantage involved throughout the complaint but for the pur... (3 pages)View decision -
Decision Reference DRN-3586408
11 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3586408 The complaint Mr and Mrs A have complained that AXA Insurance UK Plc (‘AXA’) unfairly declined their claim. What happened Mr and Mrs A have a travel insurance policy through their bank account, underwritten by AXA. They booked a trip abroad in August 2020 with a departure date ... (3 pages)View decision
