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 360264 results
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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 -
Decision Reference DRN-4593066
18 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4593066 The complaint Ms F complained about Bank of Scotland plc, trading as Halifax. Several transactions went through her Halifax credit card, which she hadn’t made. Ms F complained because she’d had to phone to report the transactions from abroad. She believed Halifax should have pr... (3 pages)View decision -
Decision Reference DRN-4724448
18 Apr 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4724448 The complaint Mr and Mrs P complain that AXA PPP Healthcare Limited has turned down a claim they made on a personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think a... (3 pages)View decision -
Decision Reference DRN-4462170
18 Apr 2024 IG Markets Limited UpheldInvestmentsDRN-4462170 The complaint Mr A complains that, following the closure of his spread betting account, IG Markets Limited didn’t allow him to withdraw the cash balance. He says it took around three months before he received the money, even though he was in regular contact with IG Markets, and... (3 pages)View decision -
Decision Reference DRN-4005135
18 Apr 2024 IG Markets Limited Not upheldInvestmentsDRN-4005135 The complaint Mr A complains that IG Markets Limited closed two of his open positions and then closed his account without his consent. He’s unhappy with the poor service and unfair treatment he said he’s received, and he wants £20,000 compensation. What happened Mr A had a spre... (3 pages)View decision
