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 118878 results
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Decision Reference DRN-3802686
5 Dec 2022 American International Group UK Limited UpheldInsuranceDRN-3802686 The complaint Mr A has complained that American International Group UK Ltd delayed for over a month in sending him a replacement phone and provided poor customer service. What happened Mr A contacted AIG about his faulty phone in November 2021. AIG arranged for the phone to be ... (2 pages)View decision -
Decision Reference DRN-3672343
5 Dec 2022 Vitality Health Limited UpheldInsuranceDRN-3672343 The complaint Mr C complains about the information Vitality Health Limited gave him in relation to getting continuous cover for a private health insurance policy. My references to Vitality include its agents. What happened Mr C had private health insurance through his employers... (4 pages)View decision -
Decision Reference DRN-3841037
5 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3841037 The complaint Mr L and Mrs S complain that Aviva Insurance Limited unfairly declined their claim for subsidence on their home insurance policy. Mr L and Mrs S have been represented by a third party throughout this complaint. However for ease of reading all references to Mrs S i... (2 pages)View decision -
Decision Reference DRN-3822374
5 Dec 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3822374 The complaint Mr W complains about how Advantage Insurance Company Limited handled a claim made on his motor insurance policy. He wants compensation for the loss of his motorbike. What happened Mr W’s bike was damaged in an accident and he called Advantage to make a claim. Adva... (3 pages)View decision -
Decision Reference DRN-3838595
5 Dec 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3838595 The complaint Mr F has complained that Great Lakes Insurance SE have turned down his claim under his travel insurance policy What happened Mr F booked a holiday in February 2022 through a travel agent. He bought a travel insurance policy underwritten by Great Lakes at the same ... (3 pages)View decision -
Decision Reference DRN-3838159
5 Dec 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3838159 The complaint Mr R says American Express Services Europe Limited (AESEL) unfairly closed his account. What happened Amex was reviewing Mr R’s account and asked for some financial information. But it closed his account prior to receiving the information it had requested, which i... (2 pages)View decision -
Decision Reference DRN-3841017
5 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3841017 The complaint Mr S complains that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it increased his credit limit. What happened NewDay opened a credit card account for Mr S in April 2020 with a credit limit of £450. This type of credit was an open-ended or runnin... (4 pages)View decision -
Decision Reference DRN-3828335
5 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3828335 The complaint Mr S and Miss W have complained that QIC Europe Ltd (QIC) unfairly declined a claim under their home insurance policy. I will normally only refer to Miss W as she dealt with the complaint. What happened Miss W contacted QIC when a polytunnel in her garden was dama... (2 pages)View decision -
Decision Reference DRN-3838709
5 Dec 2022 Santander UK Plc UpheldMortgagesDRN-3838709 The complaint Mr C complains that Santander UK Plc caused unacceptable delays in deciding whether to offer him a mortgage, then made him pay a large Early Repayment Charge (“ERC”) when he says he was forced to go to another lender. What happened Mr C said he’d been a mortgage c... (4 pages)View decision -
Decision Reference DRN-3808761
5 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3808761 The complaint Mr G has complained about the valuation Covea Insurance plc reached when settling a total loss claim under his car insurance policy. What happened Mr G’s car was written off and so his insurer Covea settled Mr G’s claim as a total loss. It paid the market value fo... (2 pages)View decision
