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 371633 results
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Decision Reference DRN-4882569
29 Jul 2024 U K Insurance Limited Not upheldInsuranceDRN-4882569 The complaint Mr B’s complaint is about the handling of a claim under his legal expenses insurance cover with U K Insurance Limited (“UKI”). UKI is the underwriter of this policy, i.e. the insurer. This complaint concerns the actions of the agents it uses to deal with claims... (6 pages)View decision -
Decision Reference DRN-4797504
29 Jul 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4797504 The complaint Mr W, representing the estate of the late Mr C, complains that Liverpool Victoria Financial Services Limited (‘LV’) has failed to pay-out benefits on the death of the late Mr C, and paid out lower than expected death benefits on another policy. What happened In... (4 pages)View decision -
Decision Reference DRN-4518409
29 Jul 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4518409 The complaint Miss R, a director of C, complains that Zempler Bank Limited, trading as Cashplus Bank, restricted access to C’s account and withheld C’s funds. This impacted C’s ability to trade. What happened Miss R is the sole director of C. C had an account with Cashplus. ... (3 pages)View decision -
Decision Reference DRN-4936329
29 Jul 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4936329 The complaint Mr T has complained about his holiday home insurer FAIRMEAD INSURANCE LIMITED (Fairmead) regarding a claim he made to it when a water leak occurred. What happened Mr T does not live in the UK. In December 2022 there was a leak at Mr T’s property (from a pipe ... (4 pages)View decision -
Decision Reference DRN-4636523
29 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4636523 The complaint Mr Y complains Santander UK Plc unfairly closed his account and took too long to refund a payment he had made when the account was open. What happened Mr Y held a current account with Santander. He raised several claims on the account in relation to payments he... (2 pages)View decision -
Decision Reference DRN-4936157
29 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4936157 The complaint Miss D complains that Accredited Insurance (Europe) Ltd unfairly declined a claim she made under her home insurance policy. Accredited is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Accredited ... (4 pages)View decision -
Decision Reference DRN-4852929
29 Jul 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4852929 The complaint Mr R is unhappy that Legal and General Assurance Society Limited declined a claim made on his term assurance policy (which included critical illness cover) (‘the policy’) for permanent and total disability benefit. Although Mr R is being represented in this co... (3 pages)View decision -
Decision Reference DRN-4936125
29 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4936125 The complaint Mr L has complained about his car insurer, esure Insurance Limited (Esure), regarding his accident claim. He feels it unfairly declared his car a write-off and that its settlement paid in that respect was too low. What happened Mr L had an accident in June 20... (4 pages)View decision -
Decision Reference DRN-4919337
29 Jul 2024 West Bay Insurance Plc UpheldInsuranceDRN-4919337 The complaint Mr and Mrs M complain about how West Bay Insurance Plc (“West Bay”) settled a claim they made on their home insurance policy following a fire at a neighbouring property. West Bay are the underwriters of this policy, i.e. the insurer. Part of this complaint con... (6 pages)View decision -
Decision Reference DRN-4931466
29 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4931466 The complaint Mr J has complained about his car insurer Advantage Insurance Company Limited regarding its handling of a claim made against his policy by a third-party and its refusal to offer renewal of the policy. What happened Advantage was notified by a third-party of an... (2 pages)View decision
