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-4589137
30 Jan 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4589137 The complaint Mr and Mrs B complain about the way BUPA Insurance Limited handled a claim they made on a group private medical insurance policy. In summary, they say that BUPA caused delays in their child being able to access medical treatment and that BUPA incorrectly shared Mr... (4 pages)View decision -
Decision Reference DRN-4569423
30 Jan 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4569423 The complaint Mr H complains about the decision by Casualty & General Insurance Company (Europe) Ltd (‘CGICE’) to turn down his pet insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll ... (2 pages)View decision -
Decision Reference DRN-4439667
30 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4439667 The complaint Mrs N complains about the handling of a refund under her motor insurance policy with U K Insurance Limited (UKI). References to UKI in this decision include their agents. Mrs N was supported by a representative when making her complaint. References to Mrs N in thi... (3 pages)View decision -
Decision Reference DRN-4541445
30 Jan 2024 TICORP Ltd Not upheldInsuranceDRN-4541445 The complaint Mrs C and Mr M have complained that TICORP Ltd mis-sold a policy to them. What happened Mrs C and Mr M bought a travel insurance policy online through TICORP Ltd. The sale was non-advised and completed without any assistance from TICORP. Unfortunately, Mrs C and M... (2 pages)View decision -
Decision Reference DRN-4589354
30 Jan 2024 Ageas Insurance Limited UpheldInsuranceDRN-4589354 The complaint Mr R complains about delays in Ageas Insurance Limited’s (Ageas) handling of his claim and the settlement payment it offered for the total loss of his vehicle, under his motor insurance policy. What happened Mr R was involved in an accident in March 2023 where ano... (3 pages)View decision -
Decision Reference DRN-4544003
30 Jan 2024 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4544003 The complaint Miss S has complained that her adviser at Quilter Financial Services Ltd failed to advise her appropriately on whether to switch her pension funds into cash from April 2022 onwards and/or failed to act on her requests to do the same. This led to a financial loss w... (8 pages)View decision -
Decision Reference DRN-4442841
30 Jan 2024 ReAssure Limited Not upheldInvestmentsDRN-4442841 The complaint Mr B complains that ReAssure Limited (‘ReAssure’) refused to switch his investments to a fund with a lower management fee. He wants ReAssure to make the switch. Mr B made this complaint on behalf of a trust for which he is a trustee. For simplicity I’ve referred t... (3 pages)View decision -
Decision Reference DRN-4364991
30 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4364991 The complaint Miss S and Mr S complain that West Bay Insurance Plc (‘West Bay’) unfairly rejected their motor insurance claim and did not provide them with a courtesy car. What happened On 24 February 2023, there was an incident involving Miss S and Mr S’s vehicle in that smoke... (3 pages)View decision -
Decision Reference DRN-4403557
30 Jan 2024 Gain Credit LLC UpheldConsumer CreditDRN-4403557 The complaint Mr B, through a representative, complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr B’s borrowing can be found below. loan number loan amoun... (5 pages)View decision -
Decision Reference DRN-4588986
30 Jan 2024 QIC Europe Ltd UpheldInsuranceDRN-4588986 The complaint Mr P and Ms W are unhappy with the delay in progressing a claim on a home insurance policy underwritten by QIC Europe Ltd. They’ve suffered water damage to their property and want alternative accommodation while the repairs are taking place. What happened Mr P and... (3 pages)View decision
