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 4310 results
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Decision Reference DRN6286354
31 Oct 2017 Assurant General Insurance Limited UpheldInsurance (excluding PPI)Miss T complains that a mobile phone claim put to Assurant General Insurance Limited(Assurant) has been declined.background As part of Miss T’s bank account, she received mobile phone insurance. This complaintis against Assurant as they are the underwriters of the po... (3 pages)View decision -
Decision Reference DRN-3887960
13 Mar 2023 Amazon Payments UK Limited UpheldBanking and PaymentsDRN-3887960 The complaint Z, a limited company, complains Amazon Payments UK Limited closed its account and won’t release the money in it. Mrs S, a director and represented by Mr S, has brought the complaint on Z’s behalf. For ease I’ve only mentioned Mrs S in my decision, regardless of wh... (3 pages)View decision -
Decision Reference DRN-2949736
31 Aug 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2949736 The complaint Mr L had motor insurance with Aviva Insurance Limited (Aviva). He complains about how Aviva dealt with things when he had a car accident. What happened Mr L was driving his car when the car in front stopped and he collided with it. Mr L rang Aviva and told them wh... (2 pages)View decision -
Decision Reference DRN5120648
4 Oct 2013 DAS Legal Expenses Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs L complains about DAS Legal Expenses Insurance Company Limited’s (“DAS”) decline of her three legal expenses insurance claims.backgroundMrs L sought funding under her policy to pursue three claims arising from her cat breeding activities: against a purchaser of a kitten for fa... (2 pages)View decision -
Decision Reference DRN1029252
30 Mar 2020 TSB Bank plc Not upheldBanking and creditMr D complains that TSB Bank Plc closed his account without providing proper notice or giving reasons for its decision. He complains too that the bank registered a default marker with credit reference agencies. backgroundIn April 2017 TSB took the decision to block and then close Mr D’s ... (3 pages)View decision -
Decision Reference DRN3785163
23 Sep 2015 Capital One (Europe) plc UpheldBanking and creditMiss R complains that Capital One (Europe) plc recorded a default on her credit card account even though she had agreed a repayment arrangement.backgroundIn December 2013, with the help of a charity, Miss R set up a debt management plan (DMP) which covered her credit ... (2 pages)View decision -
Decision Reference DRN5383118
7 May 2015 Express Insurance Services Ltd UpheldInsurance (excluding PPI)Mr P complains about Express Insurance Services Ltd’s administration of his motor insurance policy. backgroundMr P took out a motor insurance policy with an insurer through Express. Mr P told Express he had been involved in an incident. Mr P complains that it incorrec... (2 pages)View decision -
Decision Reference DRN4942799
9 Sep 2016 London General Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B complains about the way London General Insurance Company Limited dealt with his gadget insurance claim for his damaged laptop computer.background Mr B’s laptop has gadget insurance with London General through his bank account. One of the requirements was that he h... (2 pages)View decision -
Decision Reference DRN5916728
12 Apr 2013 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M has complained that Admiral moved his car to a salvage agent, without giving him the opportunity to retain it. During the car’s collection, the salvage agent caused further damage. Mr M states that this significantly affected his decision about how to proceed with his claim.backg... (2 pages)View decision -
Decision Reference DRN4969255
15 Nov 2016 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr K complains that Hastings Insurance Services Limited asked him for information unnecessarily when validating his motor insurance policy. It also wouldn’t accept he hadn’t been involved in a non-fault accident. backgroundHastings wrote to Mr B in April 2016. It asked h... (2 pages)View decision
