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 354447 results
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Decision Reference DRN-5190922
17 Dec 2024 Pinnacle Insurance Plc UpheldInsuranceDRN-5190922 The complaint Miss C’s complaint is about a claim she made on her Pinnacle Insurance Plc (‘Pinnacle’) pet insurance policy, which Pinnacle declined. Miss C says that Pinnacle treated her unfairly. What happened Miss C took out pet insurance with Pinnacle which started to run... (3 pages)View decision -
Decision Reference DRN-5154720
17 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5154720 The complaint Mr A and Mrs A have complained that HDI Global Specialty SE (HDI) unfairly declined a claim under a home insurance policy. References to HDI include companies acting on its behalf. What happened Mr A and Mrs A contacted HDI to make a claim for storm damage to... (3 pages)View decision -
Decision Reference DRN-5148159
17 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5148159 The complaint Miss S complains about how esure Insurance Limited trading as Sheilas’ Wheels (“esure”) dealt with her following a collision with a third-party vehicle. What happened Miss S had a motor insurance policy with esure covering her car on a third-party fire & th... (2 pages)View decision -
Decision Reference DRN-5208648
17 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5208648 The complaint Mr and Mrs D are unhappy that U K Insurance Limited (UKI) has declined their travel insurance claim. What happened Mr and Mrs D have an annual travel insurance policy alongside their bank current account. The policy is underwritten by UKI. In September 2023, th... (3 pages)View decision -
Decision Reference DRN-5204183
17 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5204183 The complaint Mr M complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this... (6 pages)View decision -
Decision Reference DRN-5216907
17 Dec 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5216907 The complaint Mrs W and the estate of Mr W are unhappy with the way Great Lakes Insurance UK Limited handled claims made under a travel insurance policy. All reference to Great Lakes includes its agents. What happened Whilst abroad in 2023, Mr W fell and injured himself. S... (4 pages)View decision -
Decision Reference DRN-4919928
17 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4919928 The complaint Mrs C complains that Revolut Ltd won’t refund several payments she says she made and lost to a scam. Mrs C is represented by C and all references to Mrs C include comments made by C. What happened The details of this complaint are well known to both parties, so... (4 pages)View decision -
Decision Reference DRN-4923043
17 Dec 2024 Scottish Widows Limited UpheldInvestmentsDRN-4923043 The complaint Miss A complains about Scottish Widows Limited trading as Clerical Medical. She’s unhappy that they haven’t paid her the proceeds of two endowment policies which matured. What happened Miss A held two endowment policies with SW which matured in 2012. She contac... (3 pages)View decision -
Decision Reference DRN-5128936
17 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5128936 The complaint Mr H complains about the service he received from TSB Bank plc after his debit card was stolen whilst he was on holiday abroad. What happened Mr H explained he was on holiday in Europe on 14 July 2024 when he was sadly robbed of his wallet containing approxima... (3 pages)View decision -
Decision Reference DRN-5141003
17 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5141003 The complaint Mrs A and Mr Z have complained that AXA Insurance UK Plc held incorrect details about their property and that this led to them paying higher premiums under their home insurance policy and potentially invalidated the policy. What happened The background to this ... (2 pages)View decision
