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 364862 results
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Decision Reference DRN-4750527
1 May 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4750527 The complaint Mr and Mrs M complain that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined a claim for storm damage, under their home buildings insurance policy. I’ll refer to Mr M in my decision for ease. What happened On 28 September 2023 Mr M says damage was ... (5 pages)View decision -
Decision Reference DRN-4773773
1 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4773773 The complaint Mr G is unhappy with the outcome of a dispute he raised with Starling Bank Limited. What happened The background details of this complaint are well known to the parties – so I will only summarise these briefly. It reflects my informal remit. Mr G says that he requ... (4 pages)View decision -
Decision Reference DRN-4725370
1 May 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4725370 The complaint Miss H, via a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with her. She says that due to her personal and financial circumstances at the relevant time the agreement was unaffordable. What hap... (3 pages)View decision -
Decision Reference DRN-4737479
1 May 2024 Vitality Health Limited Not upheldInsuranceDRN-4737479 The complaint X complains that Vitality Health Limited (hereafter “Vitality”) unfairly declined to cover her eye surgery. What happened As both sides are familiar with the background of this complaint the following is only a brief summary of what happened. X has access to a pri... (3 pages)View decision -
Decision Reference DRN-4763960
1 May 2024 Albany Park Limited Not upheldInsuranceDRN-4763960 The complaint Ms F complains that Albany Park Limited mis-sold her a life insurance policy. What happened In December 2020 Ms F took out a life insurance policy during a telephone call. She says she received an unsolicited call from Albany Park during which she extended her lif... (2 pages)View decision -
Decision Reference DRN-4739461
1 May 2024 Zurich Insurance PLC UpheldInsuranceDRN-4739461 The complaint Mr T complains that Zurich Insurance PLC accepted liability on a claim on his behalf without notifying him and without considering all the circumstances. What happened In April 2023 Mr T was notified by Zurich that his vehicle had caused damage to another car in a... (2 pages)View decision -
Decision Reference DRN-4771184
1 May 2024 Group 1 Automotive UK Limited UpheldInsuranceDRN-4771184 The complaint Mr K complains that Group 1 Automotive UK Limited (“GAUKL”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr K bought a car on a 48-month personal contract purchase (“PCP”) finance agreement. The finance was arranged by GAUKL w... (4 pages)View decision -
Decision Reference DRN-4721670
1 May 2024 Unum Ltd Not upheldInsuranceDRN-4721670 The complaint Miss E is unhappy that Unum Ltd has declined a claim she made on a group critical illness policy. What happened Miss E is the beneficiary of her employer’s group critical illness policy. In September 2022 she experienced a heart attack caused by Spontaneous Corona... (2 pages)View decision -
Decision Reference DRN-4776298
1 May 2024 esure Insurance Limited UpheldInsuranceDRN-4776298 The complaint Mr J complains that esure Insurance Limited (esure) caused delays and communicated poorly when handling his claim for accident damage, under his motor insurance policy. What happened In April 2023 Mr J’s car was damaged by another driver whilst it was parked. He m... (4 pages)View decision -
Decision Reference DRN-4655409
1 May 2024 Motability Operations Limited Not upheldConsumer CreditDRN-4655409 The complaint Mr R complains Motability Operations Limited (Motability) supplied him with a car that he believes wasn’t of satisfactory quality. He also complains about Motability’s decision to only communicate with him in writing or via an appointed re... (5 pages)View decision
