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 119142 results
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Decision Reference DRN-3384233
21 Mar 2022 West Bay Insurance Plc UpheldInsuranceDRN-3384233 The complaint Mr B1 and Mr B2 have complained about their let property insurer West Bay Insurance Plc. They believe it delayed their two claims for theft, which allowed a further incident to occur. They report financial loss and stress caused as a result. Mr B1 has mostly dealt... (4 pages)View decision -
Decision Reference DRN-3385307
21 Mar 2022 esure Insurance Limited UpheldInsuranceDRN-3385307 The complaint Mr G has complained to this service about esure Insurance Limited (Esure) because he said Esure allowed someone else to use his personal details to set up a policy in his name, on which it dealt with claims, before cancelling it and demanding Mr G pay over £900 of... (3 pages)View decision -
Decision Reference DRN-3358142
21 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3358142 The complaint Miss C complains HSBC UK Bank Plc unfairly added her details to a fraud database. What happened Miss C saw an advert for a way to make money quick. Miss C contacted someone on social media and was told she’d be sending money from her account to crypto-currency tra... (3 pages)View decision -
Decision Reference DRN-3385240
21 Mar 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3385240 The complaint Mr F and Mr O have complained that the insurer AXA Insurance UK Plc continued to charge them a premium for a conviction which was spent since 2015. Any reference to AXA in my decision includes its agents. What happened Mr F and Mr O bought a home insurance policy ... (2 pages)View decision -
Decision Reference DRN-3219506
21 Mar 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3219506 The complaint Miss A says Everyday Lending Limited trading as Everyday Loans (Everyday) irresponsibly lent to her. What happened This complaint is about one loan Everyday provided to Miss A in January 2019. Miss A borrowed £5,000 and she was due to make 48 monthly repayment of ... (3 pages)View decision -
Decision Reference DRN-3384474
21 Mar 2022 U K Insurance Limited UpheldInsuranceDRN-3384474 The complaint Mr and Mrs S complain about the way UK Insurance Limited (“UKI”) are handling their claim under their travel insurance policy. What happened Mr and Mrs S have a multi-trip travel insurance policy through their bank account. This policy is provided by UKI. In 2019,... (5 pages)View decision -
Decision Reference DRN-3385329
21 Mar 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3385329 The complaint Mr O says a finance agreement he entered into with Vauxhall Finance plc (“Vauxhall Finance”) was misrepresented to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my r... (2 pages)View decision -
Decision Reference DRN-3372681
21 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3372681 The complaint Mrs G complains about how British Gas Services Limited (“British Gas”) have given her poor service and handled a claim under her home emergency cover. What happened Mrs G has a Homecare policy with British Gas that provides an annual service of her boiler and cent... (3 pages)View decision -
Decision Reference DRN-3384402
21 Mar 2022 Aviva Insurance Limited UpheldInsuranceDRN-3384402 The complaint Mr M complains about how Aviva Insurance Limited (“Aviva”) handled a claim under his home emergency cover. What happened Mr M has a home emergency policy with Aviva that provides cover for a property he rents to a tenant. On 31 October 2021, Mr M called Aviva to m... (3 pages)View decision -
Decision Reference DRN-3384517
21 Mar 2022 Bus Employees' Friendly Society UpheldInsuranceDRN-3384517 The complaint Miss C complains about the Bus Employees’ Friendly Society’s (‘Bus Society’s’) handling of her sickness benefit claim. What happened Miss C has sickness benefit cover under her policy with the Bus Society. The policy pays benefit in the event Miss C can’t work bec... (3 pages)View decision
