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 81 results
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Decision Reference DRN-5269517
26 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5269517 The complaint Mr A complains that American Express Services Europe Limited (AESEL) misled him with claims about savings he had made. What happened Mr A has two credit card accounts with AESEL and it offered him refunds on both if he used his cards for stays at a specified hotel... (3 pages)View decision -
Decision Reference DRN-3026641
3 Nov 2021 U K Insurance Limited Not upheldInsuranceDRN-3026641 The complaint Mr and Mrs B complain about the way UK Insurance Limited (“UKI”) has settled their claim under their travel insurance policy. Any reference to UKI also includes their agents. What happened Mr and Mrs B have travel insurance as a benefit through a bank account. The... (3 pages)View decision -
Decision Reference DRN-3235573
2 Mar 2022 U K Insurance Limited Not upheldInsuranceDRN-3235573 The complaint Mr and Mrs L are unhappy U K Insurance Limited (UKI) declined a claim they made on their travel insurance policy. What happened Mr and Mrs L had travel insurance cover attached to their packaged bank account. This policy was underwritten by UKI. On 14 March 2020 M... (3 pages)View decision -
Decision Reference DRN-3057400
26 Oct 2021 U K Insurance Limited Not upheldInsuranceDRN-3057400 The complaint Mr and Mrs W complain about the way that UK Insurance limited, trading as Direct Line (“UKI”), has settled their travel insurance claim. What happened In January 2020, Mr and Mrs W booked a trip to visit several Southeast Asian countries over a period of three wee... (3 pages)View decision -
Decision Reference DRN-5053397
18 Oct 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5053397 The complaint Ms P is assisted by her daughter in bringing this complaint. Ms P granted her daughter an Enduring Power of Attorney in relation to her property and affairs which was registered for use in November 2023. Ms P complains that American Express Services Europe Ltd... (4 pages)View decision -
Decision Reference DRN-3235392
16 Mar 2022 U K Insurance Limited UpheldInsuranceDRN-3235392 The complaint Mr and Mrs L complain UK Insurance Limited (UKI) unfairly declined their claim for costs following the curtailment of their holiday. What happened Mr and Mrs L have travel insurance through their packaged bank account, which is underwritten by UKI. They travelled ... (4 pages)View decision -
Decision Reference DRN-4002681
4 Mar 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4002681 The complaint Mrs E and Mr E complain about American Express Services Europe Limited (AESEL) giving misinformation which caused financial detriment, distress and inconvenience. What happened I issued my provisional decision on this complaint on 4 February 2023. This is what I s... (4 pages)View decision -
Decision Reference DRN-3415153
28 Apr 2022 U K Insurance Limited Not upheldInsuranceDRN-3415153 The complaint Mr and Mrs M are unhappy that U K Insurance Limited (UKI) declined their travel insurance claim. Any reference to UKI includes all its agents. What happened Mr and Mrs M have travel insurance alongside their current account. UKI is the underwriter on the policy. I... (4 pages)View decision -
Decision Reference DRN-2700804
7 Apr 2021 U K Insurance Limited Not upheldInsuranceDRN-2700804 The complaint Mr and Mrs W complain that U K Insurance Limited (UKI) hasn’t settled a cancellation claim they made on their travel insurance policy. What happened Mr and Mrs W have travel insurance as a benefit of a packaged account with their building society. In August 2019, ... (4 pages)View decision -
Decision Reference DRN-4166402
14 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4166402 The complaint Mr and Mrs B complain about U K Insurance Limited’s (UKI) settlement of a curtailment claim under their travel insurance policy and about its service. What happened Mr and Mrs B have travel insurance through a packaged bank account. The insurer is UKI. In February... (7 pages)View decision
