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 380712 results
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Decision Reference DRN-5125482
13 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5125482 The complaint Mr B is a sole trader, trading as J. He complains Admiral Insurance (Gibraltar) Limited turned down a claim he made on his public liability insurance policy. What happened In June 2021 Mr B carried out work for a customer at their property. In or around Novembe... (4 pages)View decision -
Decision Reference DRN-5037787
13 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5037787 The complaint Mrs D is unhappy with what Aviva Insurance Limited following claims she made on her legal expenses insurance policy. What happened In December 2022 Mrs D sought assistance under her legal expenses insurance with a discrimination claim against her employer. Aviv... (3 pages)View decision -
Decision Reference DRN-4891187
13 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4891187 The complaint Mr F complains that Barclays Bank UK PLC trading as Barclaycard rejected his claim under Section 75. What happened Mr F booked a package holiday for himself and his wife with a supplier and paid using his Barclaycard credit card. When booking the holiday, the s... (4 pages)View decision -
Decision Reference DRN-5142323
13 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5142323 The complaint Ms M complains about U K Insurance Limited trading as Direct Line’s (UKI) handling of a motor insurance claim. What happened Ms M held a motor insurance policy with UKI. In 2021 she was involved in a collision with a third party and made a claim on the policy. ... (4 pages)View decision -
Decision Reference DRN-5110682
13 Nov 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-5110682 The complaint Mr and Mrs J complain that Legal and General Assurance Society Limited (L&G) declined a claim on their critical illness insurance policy. What happened Mr and Mrs J applied for a critical illness policy with L&G in January 2022 with the policy starting ... (5 pages)View decision -
Decision Reference DRN-5069739
13 Nov 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-5069739 The complaint Mrs P is unhappy with what HCC International Insurance Company Plc did following a claim on her ‘Tenanted Property’ insurance policy. Mrs P is represented by her daughter and the complaint is brought by Mr D on her behalf. What happened In July 2023 Mrs P claim... (4 pages)View decision -
Decision Reference DRN-5064907
13 Nov 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5064907 The complaint Miss B complains Barclays Bank UK PLC (Barclays) caused delays when re-mortgaging her property. What happened Miss B says she is a longstanding customer with Barclays and started the process to change her mortgage from joint names to her sole name and at the sa... (3 pages)View decision -
Decision Reference DRN-5137004
13 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5137004 The complaint Mr W has complained about the transfer of his The Royal London Mutual Insurance Society Limited trading as Scottish Life Pensions (Royal London) personal pension to a small self- administered scheme (“SSAS”) in June 2014. Mr W’s SSAS was subsequently used to in... (9 pages)View decision -
Decision Reference DRN-5053237
13 Nov 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5053237 The complaint Mr D complains about the quality of a car he has been financing through an agreement with CA AUTO FINANCE UK LTD (‘CA Auto’). What happened In October 2023, Mr D entered into a hire purchase agreement for a used car. The car developed issues with the turbo in J... (2 pages)View decision -
Decision Reference DRN-5096743
13 Nov 2024 Europ Assistance SA Not upheldInsuranceDRN-5096743 The complaint Mr L has complained that Europ Assistance SA (EA) declined a claim he made on a travel insurance policy. What happened Mr L was on a trip abroad in March 2024 when his phone was unfortunately stolen. EA declined the claim on the basis that the circumstances we... (2 pages)View decision
