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 364421 results
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Decision Reference DRN-4672871
13 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4672871 The complaint Mr M has complained that Admiral Insurance (Gibraltar) Limited declined a claim he made on a travel insurance policy. What happened Mr M and his wife were due to travel abroad on 8 December 2023. However, his father-in- law was admitted to hospital just prior to t... (2 pages)View decision -
Decision Reference DRN-4598967
13 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4598967 The complaint Mr and Mrs H complained that Aviva Insurance Limited (“Aviva”) unfairly handled his claim under his motor policy and Aviva’s contractors took too long to repair his vehicle and caused damage in doing so. What happened Mr and Mrs H made a claim after a van pulled o... (2 pages)View decision -
Decision Reference DRN-4679406
13 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4679406 The complaint Miss S complains that ReAssure Limited has failed to apply pension contributions made on her behalf by her employer. What happened I issued a provisional decision on this complaint in October 2023. In that decision I explained why I thought ReAssure had treated Mi... (4 pages)View decision -
Decision Reference DRN-4401518
13 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4401518 The complaint Miss H complains Lloyds Bank PLC didn’t do enough to protect her when she fell victim to an investment scam. What happened Miss H has a joint account with Lloyds Bank with a debit card and has credit cards elsewhere. Miss H says she joined a dating website in Dece... (2 pages)View decision -
Decision Reference DRN-4660909
13 Mar 2024 Amtrust Europe Limited UpheldInsuranceDRN-4660909 The complaint Mr N and Mrs P complained that Amtrust Europe Limited (“Amtrust”) failed in repairing their boiler under a home emergency policy and their poor judgement led to Mr N and Mrs P incurring unnecessary charges. What happened Mr N and Mrs P made a claim when their boil... (3 pages)View decision -
Decision Reference DRN-4450259
13 Mar 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4450259 The complaint Mrs C complains that MBNA Limited (MBNA) are asking her to pay interest on balance transfers that were supposed to be interest free until mid-2024. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inste... (2 pages)View decision -
Decision Reference DRN-4668366
13 Mar 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4668366 The complaint Ms D complains that Highway Insurance Company Limited (Highway) avoided her home insurance policy, declined her claim for water damage and that the time it took to reach its claim decision caused avoidable, additional damage to her home and contents. What happened... (8 pages)View decision -
Decision Reference DRN-4664455
13 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4664455 The complaint Mr J complains that esure Insurance Limited delayed closing a claim made on his motor insurance policy and this caused him trouble and expense. Mr J wants esure to close the claim. What happened Mr J made a claim on his policy in 2021. esure paid the claim in Janu... (2 pages)View decision -
Decision Reference DRN-4622490
13 Mar 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4622490 The complaint Mrs A is unhappy her policy was voided due to a misrepresentation she made when she took out her home insurance policy with Accredited Insurance (Europe) Ltd (“AI”). AI wouldn’t consider her claim for theft of jewellery. What happened Mrs A’s home was broken in to... (3 pages)View decision -
Decision Reference DRN-4654830
13 Mar 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4654830 The complaint Mr J complains that Ageas Insurance Limited deducted his car’s salvage value from his settlement following a claim made on his motor insurance policy. What happened Mr J’s car was damaged in a non-fault accident, and he made a claim. It was first dealt with throu... (2 pages)View decision
