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 370149 results
-
Decision Reference DRN-4734618
18 Apr 2024 Phoenix Life Limited Not upheldInsuranceDRN-4734618 The complaint Mrs T complains that Phoenix Life Limited, trading as SunLife, changed her policy from one with increasing premiums and benefit to a fixed cover option. She’s also unhappy she’s paid more in premiums than the cash sum payable under the policy. What happened In sum... (2 pages)View decision -
Decision Reference DRN-4702601
18 Apr 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4702601 The complaint Mr and Mrs F complain that Lloyds Bank General Insurance Limited turned down their contents insurance claim. What happened Mr and Mrs F hold contents insurance cover with Lloyds Bank. They made a claim after realising they couldn’t find seven items of jewellery. T... (2 pages)View decision -
Decision Reference DRN-4438138
18 Apr 2024 Blackpool, Fylde & Wyre Credit Union Limited Not upheldConsumer CreditDRN-4438138 The complaint Miss M has complained that Blackpool, Fylde & Wyre Credit Union Limited, trading as CLEVR MONEY (“Clevr Money”) provided Miss M with poor service in relation to loan arrears. What happened Miss M took out a loan with Clevr Money in November 2021. The amount bo... (3 pages)View decision -
Decision Reference DRN-4268867
18 Apr 2024 Barclays Bank UK PLC Not upheldInvestmentsDRN-4268867 The complaint The estate of the late Mrs R (represented by Mr R) has complained that when providing a valuation of Mrs R’s ISA for probate purposes, Barclays Bank UK Plc (Barclays) provided two different values. Mr R states that this inconsistency has caused him additional stre... (3 pages)View decision -
Decision Reference DRN-4749052
18 Apr 2024 First Central Underwriting Limited UpheldInsuranceDRN-4749052 The complaint Mr M complains that the amount First Central Underwriting Limited, trading as Skyfire (“Skyfire”), offered to settle his motor insurance claim is too low. What happened Mr M has a fully comprehensive motor insurance policy with Skyfire. On 20 December 2023, his ve... (2 pages)View decision -
Decision Reference DRN-4706750
18 Apr 2024 Cynergy Bank Limited Not upheldBanking and PaymentsDRN-4706750 The complaint Ms A has complained that Cynergy Bank Limited (“CB”) treated a dividend she’d earnt on an ISA held with another provider as a new subscription to her Cynergy Bank ISA, rather than being treated as a transfer of her existing ISA. This led to her ISA being £14.83 ov... (3 pages)View decision -
Decision Reference DRN-4722290
18 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4722290 The complaint Mr D complains about how Advantage Insurance Company Limited (“Advantage”) cancelled his policy which used a telematics device to gather data about his driving. Mr D is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr D had... (4 pages)View decision -
Decision Reference DRN-4716015
18 Apr 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4716015 The complaint Mr O complains about Accredited Insurance (Europe) Ltd’s handling of his home emergency claim. What happened Mr O holds home emergency cover with Accredited. He made a claim after noticing a leak from a waste pipe. Accredited arranged for an engineer from a third-... (3 pages)View decision -
Decision Reference DRN-4704292
18 Apr 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4704292 The complaint Miss F complains about the delays in dealing with claims on her pet insurance underwritten by HDI Global Specialty SE. What happened Miss F said she can go weeks without a response or reimbursement after treatment at the vets. The insurer blamed a claims backlog a... (2 pages)View decision -
Decision Reference DRN-4729622
18 Apr 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4729622 The complaint Miss F and Mr H complain about the way Rock Insurance Services Limited administered their travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key events. On 9 May ... (3 pages)View decision
