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 122183 results
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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 -
Decision Reference DRN-3389011
7 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3389011 The complaint Mr A complains about the advice given by Portal Financial Services LLP (‘Portal’) in relation to a defined-benefit (‘DB’) occupational pension scheme that he held. Portal processed the transfer of Mr A’s DB scheme benefits to a personal pension with an income draw... (8 pages)View decision -
Decision Reference DRN-3580937
7 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3580937 The complaint Mrs S complains that NewDay Ltd have irresponsibly lent to her. What happened Mrs S was approved for two NewDay credit cards which I will refer to as A and B. NewDay increased the credit limits on both cards, which I have detailed below. Card A – approved October ... (7 pages)View decision -
Decision Reference DRN-3556161
7 Jul 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3556161 The complaint Mrs B complains about how AA Underwriting Insurance Company Limited dealt with a claim made on her motor insurance policy. She wants a full refund of the premium she paid. What happened Mrs B said another car had reversed into hers and AA told her, based on this, ... (2 pages)View decision -
Decision Reference DRN-3577692
7 Jul 2022 Aviva Insurance Limited UpheldInsuranceDRN-3577692 The complaint Mrs D complains about how Aviva Insurance Limited (Aviva) damaged her car and handled a claim under her motor insurance policy. References to Aviva include its suppliers. What happened The details of the incident in question are well known to all parties involved ... (5 pages)View decision -
Decision Reference DRN-3276900
7 Jul 2022 London Community Credit Union Limited UpheldBanking and PaymentsDRN-3276900 The complaint Mr M complains that London Community Credit Union Limited (LCCU) produced two conflicting statements showing different balances in his account. He said that LCCU had failed to help him. Mr M said that he receives benefits and this problem has made it difficult for... (2 pages)View decision -
Decision Reference DRN-3455310
7 Jul 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3455310 The complaint Ms B complains about Red Sands Insurance Company (Europe) Limited (Red Sands) rejecting a claim under her pet insurance policy because of a pre-existing condition. This decision covers, firstly, Ms B’s complaint to this service in January 2022 about Red Sands decl... (4 pages)View decision
