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 1466 results
-
Decision Reference DRN1876279
1 Mar 2016 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs P have complained about the way AXA Insurance UK Plc handled a claim they made under their travel insurance.backgroundMr and Mrs P were abroad when Mr P was taken into hospital with high fever and heavy breathing. Mr P stayed in hospital for weeks and h... (4 pages)View decision -
Decision Reference DRN7170362
12 Nov 2019 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mrs K has made a complaint that Inter Partner Assistance SA (‘IPA’) declined a claim she and her late husband, Mr O, made on their travel insurance policy. Mrs K is also the representative of the estate of the late Mr O. backgroundMr O became very unwell whilst on holiday and was admitted ... (5 pages)View decision -
Decision Reference DRN-4819110
5 Jul 2024 Euroins AD UpheldInsuranceDRN-4819110 The complaint Mr and Mrs D are unhappy with the way with the way in which Euroins AD handled a claim made on their travel insurance policy (‘the policy’) including delays in repatriating Mr D back to the UK and only covering a proportion of the costs claimed for. All reference ... (6 pages)View decision -
Decision Reference DRN5077333
5 Oct 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs K complain that Aviva Insurance Limited has turned down their cancellation claim under their travel insurance policy.backgroundMr and Mrs K are in their late 70s. They have travel insurance with Aviva through their bank account. In 2013 they told Aviva abo... (4 pages)View decision -
Decision Reference DRN8558581
18 Dec 2017 Nationwide Building Society Not upheldBanking and creditMr F is unhappy Nationwide Building Society asked for personal information during a branch visit. backgroundMr F visited his local Nationwide branch to withdraw some cash. He was asked a lot of personal questions which made him anxious and distressed. He didn’t think ... (2 pages)View decision -
Decision Reference DRN-4987555
5 Sep 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4987555 The complaint Mr G complains that Accredited Insurance (Europe) Ltd has unfairly declined his claim for a stolen vehicle under his motor insurance policy. Any reference to Accredited also includes its agents. What happened Mr G runs a business which requires the use of a v... (5 pages)View decision -
Decision Reference DRN-4128680
28 Jun 2023 U K Insurance Limited Not upheldInsuranceDRN-4128680 The complaint Mr W and Mrs W have complained that U K Insurance Limited trading as Churchill Home Insurance (UKI) unfairly declined a claim under their home insurance policy. What happened Mr W and Mrs W found damage in their roof space. So, they contacted UKI to make a claim. ... (3 pages)View decision -
Decision Reference DRN-2275479
25 Nov 2020 U K Insurance Limited Not upheldInsuranceDRN-2275479 The complaint Ms R complains about how U K Insurance Limited trading as Churchill (“UKI”) settled her insurance claim. What happened Ms R has a car insurance policy underwritten by UKI. In July 2019 she was involved in a collision as she pulled out of her parking space. Ms R pr... (2 pages)View decision -
Decision Reference DRN8538364
21 Nov 2017 Bank of Scotland Plc Not upheldBanking and creditMiss Q complains about the charges applied to her current account by Bank of Scotland plc trading as Halifax.Miss Q says the charges are too high and have caused her financial difficulties. She says Halifax should have realised, stopped the charges from happening and ... (2 pages)View decision -
Decision Reference DRN-6110558
4 Feb 2026 Santander UK Plc UpheldMortgagesDRN-6110558 The complaint Ms H complains that Santander UK Plc has not given her appropriate support with her mortgage. What happened Ms H has a mortgage with Santander. Ms H became unwell some years ago and had to give up work. She has a range of physical and mental health conditions w... (12 pages)View decision