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 342371 results
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Decision Reference DRN-4820080
15 Jul 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4820080 The complaint Mr A complains that Assurant General Insurance Limited unfairly declined a claim he made under his mobile phone insurance policy. Assurant is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Assuran... (3 pages)View decision -
Decision Reference DRN-4843423
15 Jul 2024 U K Insurance Limited Not upheldInsuranceDRN-4843423 The complaint Mr B complains that UK Insurance Limited trading as Churchill haven’t given him a fair settlement valuation for his car after it was deemed a total loss. What happened In December 2023 Mr B made a claim on his car insurance policy following an accident in whic... (2 pages)View decision -
Decision Reference DRN-4521302
15 Jul 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4521302 The complaint Ms O complains that Shop Direct Finance Company Limited trading as very won’t refund a payment she made using a revolving credit account. What happened In November 2022, Ms O bought a washing machine financed by a revolving credit facility provided by Shop Dire... (2 pages)View decision -
Decision Reference DRN-4908033
15 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4908033 The complaint Mr and Mrs B complain that U K Insurance Limited (UKI) declined their claim under their travel insurance. My references to UKI include its agents. What happened Mr and Mrs B have travel insurance through a bank account. UKI is the insurer. Mr and Mrs B and thei... (4 pages)View decision -
Decision Reference DRN-4904404
15 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4904404 The complaint A limited company, which I’ll refer to as ‘C’, is unhappy that Barclays Bank UK PLC defaulted its Bounce Back Loan (“BBL”) and restricted its Business Current Account (“BCA”) as a result. C’s complaint is brought to this service by one of its directors, whom I’... (5 pages)View decision -
Decision Reference DRN-4868502
15 Jul 2024 Hiscox Insurance Company Limited UpheldInsuranceDRN-4868502 The complaint A company, which I’ll refer to as E, complains that Hiscox Insurance Company Limited (Hiscox) unfairly declined a claim under its commercial insurance policy. What happened E took out a commercial insurance policy with Hiscox. In December 2024, it made a claim ... (2 pages)View decision -
Decision Reference DRN-4645138
15 Jul 2024 U K Insurance Limited Not upheldInsuranceDRN-4645138 The complaint Mrs M complains that U K Insurance Limited (“UKI”) unfairly voided her landlord insurance policy and retained the premiums. Where I refer to UKI, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The ... (4 pages)View decision -
Decision Reference DRN-4328091
15 Jul 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4328091 The complaint Mr A is unhappy after Starling Bank Limited decided not to refund him after he was the victim of a scam. The complaint is being brought by a professional representative, claims management company (CMC) that I’ll refer to as R. The individuals who credited Mr ... (5 pages)View decision -
Decision Reference DRN-4682184
15 Jul 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4682184 The complaint Mr and Mrs F are unhappy that AXA PPP Healthcare Limited (AXA) mis-sold them a private medical insurance policy in 2017, as they weren’t told that cover for Mrs F would be underwritten on a moratorium basis. They’re also unhappy with the cost of the policy on ... (4 pages)View decision -
Decision Reference DRN-4661208
15 Jul 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4661208 The complaint Mr F’s representative has complained, on his behalf, that James Hay Administration Company Ltd caused delays in transferring his Self Invested Personal Pension (SIPP) to another provider. What happened The investigator who considered this matter set out the bac... (8 pages)View decision