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 362716 results
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Decision Reference DRN-4533828
9 Feb 2024 EUI Limited Not upheldInsuranceDRN-4533828 The complaint Miss M and Mr R complain that EUI Limited trading as Admiral (“Admiral”) declined a claim they made for damage to their roof following bad weather. The home insurance policy is in joint names but, for ease of reading, I’ll refer to M... (3 pages)View decision -
Decision Reference DRN-4611936
9 Feb 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4611936 The complaint Mrs R is unhappy that Marks & Spencer Financial Services Plc trading as M&S Bank (“M&S Bank”) won’t refund her for the cost of a cruise she paid for on her credit card. What happened In 2022, Mrs R booked a cruise through a booking agent I’ll call “P” ... (2 pages)View decision -
Decision Reference DRN-4402017
9 Feb 2024 Motorpoint Limited UpheldConsumer CreditDRN-4402017 The complaint Mrs G complains that Motorpoint Limited (“Motorpoint”) won’t refund a transportation charge she paid to them. What happened Mrs G saw a car online and went to a Motorpoint showroom to enquire further about this. She was told the car wasn’t at this showroom, but Mo... (2 pages)View decision -
Decision Reference DRN-4613006
9 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4613006 The complaint Mrs G is unhappy Great Lakes Insurance SE declined her claim for a stolen watch under her gadget insurance policy. Where I refer to Great Lakes, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened Mrs G purc... (3 pages)View decision -
Decision Reference DRN-4322427
9 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4322427 The complaint Mr and Mrs B complain that The Co-operative Bank Plc (Co-op) declined their joint account application without providing a proper explanation. They also say that Co-op provided misleading information about what checks would be conducted during the application proce... (4 pages)View decision -
Decision Reference DRN-4556995
9 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4556995 The complaint Mr B complains about the amount Ageas Insurance Limited paid him following a claim on his motorcycle insurance policy. Reference to Ageas includes its agents. What happened Mr B holds a motorcycle insurance policy with Ageas. When his bike was stolen he made a cla... (3 pages)View decision -
Decision Reference DRN-4533185
9 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4533185 The complaint Mr G complains about Aviva Insurance Limited declining his personal accident claim. What happened Mr G had a personal accident policy with Aviva. It was designed to provide a benefit if Mr G had an accident that directly resulted in a permanent injury. In 2023 Mr ... (3 pages)View decision -
Decision Reference DRN-4595259
9 Feb 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4595259 The complaint Mrs and Mr R complain about Great Lakes Insurance UK Limited’s settlement of their travel insurance claim. My references to Great Lakes include its agents. What happened Mrs and Mr R had annual multi-trip travel insurance. Great Lakes was the insurer for the relev... (3 pages)View decision -
Decision Reference DRN-4534139
9 Feb 2024 Marsh Ltd UpheldInsuranceDRN-4534139 The complaint A limited company that I will refer to as H complains about the service provided by Marsh Ltd in relation to a commercial motor insurance claim. What happened The following is intended only as a brief summary of events. Much of the actions taken in relation to thi... (3 pages)View decision -
Decision Reference DRN-4572395
9 Feb 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4572395 The complaint Mr B has complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under a home insurance policy. What happened Mr B specified his wife’s engagement ring on the policy. He later contacted Lloyds to make a claim for the ring being los... (3 pages)View decision
