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 365360 results
-
Decision Reference DRN-4705752
11 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4705752 The complaint Mrs B complains about how esure Insurance Limited trading as Sheilas’ Wheels (“esure”) handled a claim under her car insurance policy. What happened In June 2023 Mrs B was involved in a collision with a third-party vehicle. The third-party accepted responsibility ... (2 pages)View decision -
Decision Reference DRN-4717581
11 Apr 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4717581 The complaint Mrs K complains about the poor service she received from Royal and Sun Alliance Insurance Limited (RSA), following a claim under her home emergency policy. What happened Mrs K held a home emergency policy with RSA. She contacted RSA on 27 June 2023. During the cal... (3 pages)View decision -
Decision Reference DRN-4630042
11 Apr 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4630042 The complaint Mr and Mrs H are unhappy with the settlement made by Great Lakes Insurance SE when they claimed on their travel insurance policy. What happened Mr H was hospitalised whilst abroad. He contacted his insurer for assistance but ultimately Mr and Mrs H had to pay for ... (3 pages)View decision -
Decision Reference DRN-4685916
11 Apr 2024 AWP P&C S.A. UpheldInsuranceDRN-4685916 The complaint Mr A has complained that AWP P&C SA is responsible for poor customer service and delays in settling a claim he made on a travel insurance policy. What happened Mr A was abroad in April 2023 when he was unfortunately mugged. The claim on his policy had two elem... (3 pages)View decision -
Decision Reference DRN-4600112
11 Apr 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4600112 The complaint Miss M complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened In March 2019 Miss M applied for a credit card with Vanquis. In her application, Miss M said she was empl... (3 pages)View decision -
Decision Reference DRN-4735512
11 Apr 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4735512 The complaint Miss F complains that Accredited Insurance (Europe) Ltd declined a claim she made on her home insurance policy for damage to her engagement ring. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Miss F got in... (3 pages)View decision -
Decision Reference DRN-4542942
11 Apr 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4542942 The complaint Mr J complains that a vehicle he purchased with finance provided by MotoNovo Finance Limited (“MotoNovo”) is faulty. What happened Mr J purchased a used vehicle in January 2021 with finance provided by MotoNovo in the form of a hire purchase agreement. In July 202... (2 pages)View decision -
Decision Reference DRN-4736434
11 Apr 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-4736434 The complaint Mr S complains that Westerby Trustee Services Limited (“Westerby”) should have done more due diligence before accepting the investments he made in his Self-Invested Personal Pension (“SIPP”). What happened Westerby has a professional representative. For simplicity... (34 pages)View decision -
Decision Reference DRN-4687277
11 Apr 2024 AWP P&C S.A. Not upheldInsuranceDRN-4687277 The complaint Ms P is unhappy that AWP P&C SA haven’t settled her travel insurance claim in full. What happened Ms P was hospitalised shortly before a holiday she had planned. She rebooked her trip for later in the year, at an additional cost. She says that AWP gave her the... (2 pages)View decision -
Decision Reference DRN-4721155
11 Apr 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4721155 The complaint Mrs L complains that Barclays Bank UK PLC lent irresponsibly when it approved her loan application. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In December 2020 Mrs L successfully appli... (4 pages)View decision
