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 128312 results
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Decision Reference DRN-3867780
26 Jan 2023 Target Servicing Limited UpheldMortgagesDRN-3867780 The complaint Mrs A complains about how Target Servicing Limited has administered her second charge mortgage (secured loan). In particular, she’s unhappy that it repeatedly sends her arrears letters even though she believes she’s paid on time. And she’s unhappy with what it has... (6 pages)View decision -
Decision Reference DRN-3905843
26 Jan 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3905843 The complaint Miss S complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim she made under her home insurance policy. What happened Miss S has a home insurance policy underwritten by Admiral. She first took it out in February 2020. It provides cover for con... (4 pages)View decision -
Decision Reference DRN-3916867
26 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3916867 The complaint Mr P complains about the level of service received from British Gas Insurance Limited following a claim against his HomeCare insurance policy. What happened Mr P reported a leak to British Gas in 2021 from a pipe attached to the hot water cylinder. Mr P says engin... (3 pages)View decision -
Decision Reference DRN-3927013
26 Jan 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3927013 The complaint Mr and Mrs A complain that, in respect of a claim for water damage to their let property, Fairmead Insurance Limited has delayed, failed to provide test results, and failed to offer an adequate settlement. I shall refer to Fairmead throughout although most of the ... (3 pages)View decision -
Decision Reference DRN-3857424
26 Jan 2023 CIGNA Europe Insurance Company SA-NV UpheldInsuranceDRN-3857424 The complaint Mr D complains about how CIGNA Europe Insurance Company SA-NV dealt with a claim against his private dental insurance plan. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr D is a... (3 pages)View decision -
Decision Reference DRN-3822716
26 Jan 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-3822716 The complaint Mr J is unhappy with AXA PPP Healthcare Limited because it won’t continue to pay claims in full for fee-limited specialists. What happened Mr J raised a claim with AXA in March 2019. The treatment required specialist oversight and so Mr J arranged to see a doctor ... (3 pages)View decision -
Decision Reference DRN-3927359
26 Jan 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3927359 The complaint Mrs B complains that Creation Consumer Finance Ltd (“Creation”) failed to take account of a payment she made to settle her account and were therefore wrong to report adverse information to the credit reference agencies. What happened I issued my provisional decisi... (2 pages)View decision -
Decision Reference DRN-3888790
26 Jan 2023 AWP P&C SA UpheldInsuranceDRN-3888790 The complaint Miss T complains that AWP P&C SA hasn’t settled a claim she made on a travel insurance policy. Miss T’s represented by Mr T. But for ease of reading, I’ll refer to Miss T throughout. What happened The circumstances of this complaint are well-known to both part... (4 pages)View decision -
Decision Reference DRN-3837793
26 Jan 2023 Ageas Insurance Limited UpheldInsuranceDRN-3837793 The complaint Mr G and Mrs G complain that, following a theft, Ageas Insurance Limited unfairly valued their contents claim. For ease, I’ll only refer to the main policyholder – Mr G – in my decision. What happened Mr G made a claim under his policy for stolen jewellery. He com... (3 pages)View decision -
Decision Reference DRN-3556703
26 Jan 2023 Apollo Pension & Investment Advisers UpheldPensions and AnnuitiesDRN-3556703 The complaint Mr M has complained that Apollo Pension & Investment Advisers advised him to move his pension to a new Self-Invested Personal Pension (SIPP) and that the unregulated investments he invested in as a result have caused him to lose money. He would like to be put ... (8 pages)View decision