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 357004 results
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Decision Reference DRN-4802624
16 May 2024 AWP P&C S.A. UpheldInsuranceDRN-4802624 The complaint Mr and Mrs J complain that AWP P&C SA has turned down a claim they made on a travel insurance policy. What happened Mr and Mrs J have travel insurance as a benefit of a packaged bank account. In April 2023, Mr and Mrs J were due to travel from the UK to a coun... (3 pages)View decision -
Decision Reference DRN-4706030
16 May 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4706030 The complaint Mr S complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) changed the pricing of his car insurance policies at renewal, following a non-fault claim being made on one of them. What happened Mr S had three car insurance policies with Admiral. He mad... (2 pages)View decision -
Decision Reference DRN-4733122
16 May 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4733122 The complaint Mr M complains about the way Aviva Life & Pensions UK Limited (Aviva) unfairly calculated the surrender value of his whole of life policy. What happened Upon maturity of his whole of life policy, Aviva sent Mr M £57,740.65 in December 2022. He says Aviva unfai... (2 pages)View decision -
Decision Reference DRN-4774205
16 May 2024 Scottish Widows Limited Not upheldInsuranceDRN-4774205 The complaint Mr and Mrs R are unhappy that Scottish Widows Limited informed them that Mr R’s critical illness policy with life cover (‘the policy’) was no longer in force at a time when Mr R had been diagnosed with a critical illness. What happened The details of this complain... (2 pages)View decision -
Decision Reference DRN-4802585
16 May 2024 FinanceMe Ltd UpheldInsuranceDRN-4802585 The complaint Mr H complains that FinanceMe Ltd (FM) trading as directlinkfunding mis-sold him a personal private medical insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve set out a summary of what I think are the key ev... (6 pages)View decision -
Decision Reference DRN-4660966
16 May 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4660966 The complaint Mrs W complains about Zurich Insurance PLC’s handling of a subsidence claim under a block insurance policy. What happened Mrs W was a leaseholder of a flat. The flat was covered by a block insurance policy, taken out by the policyholder, and underwritten by Zurich... (2 pages)View decision -
Decision Reference DRN-4778916
16 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4778916 The complaint Mrs T is unhappy that HSBC UK Bank Plc have reduced her overdraft limit. What happened Mrs T has a current account with HSBC on which she had an overdraft limit of £1,500. In June 2023, HSBC reduced Ms T’s overdraft limit to £1,350, after giving her notice in adva... (3 pages)View decision -
Decision Reference DRN-4755727
16 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4755727 The complaint Mr A complains that Barclays Bank UK PLC delayed a direct debit indemnity claim he made for his business. When the claim was processed, he received a lower amount than expected What happened Mr A holds a sole trader account with Barclays. A direct debit was paid f... (3 pages)View decision -
Decision Reference DRN-4642927
16 May 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4642927 The complaint Mr S and Ms K’s complaint is that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably when deciding against paying their claims under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened Mr S and Ms K purchased membership of an as... (6 pages)View decision -
Decision Reference DRN-4799026
16 May 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4799026 The complaint Miss R complains Bank of Scotland plc (“BOS”) hasn’t dealt fairly with a dispute she raised over a payment she made on her debit card to a dental clinic (“CG”) in Turkey. What happened I issued a provisional decision on Miss R’s case on 24 April 2024, which set ou... (8 pages)View decision
