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 364862 results
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Decision Reference DRN-5261654
30 Jan 2025 Saga Services Limited Not upheldInsuranceDRN-5261654 The complaint Mr L complains that Saga Services Limited (“Saga”) failed to provide renewal documents in 2023. This meant he was left uninsured for a period and resulted in a higher premium under his home buildings insurance policy. What happened Mr L says he had a three-year... (4 pages)View decision -
Decision Reference DRN-5263358
30 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5263358 The complaint Mrs W complains that Royal & Sun Alliance Insurance Limited (‘RSA’) declined her claim for damage to furniture and another personal item. Mrs W’s policy was sold and is administered by a third party company on RSA’s behalf and all her correspondence has bee... (2 pages)View decision -
Decision Reference DRN-5136913
30 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5136913 The complaint Ms G is unhappy National Westminster Bank Plc (“NatWest”) won’t reimburse her for the money she lost when she fell victim to a safe account scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at ... (4 pages)View decision -
Decision Reference DRN-5220598
30 Jan 2025 Select Contracts Uk Limited Not upheldConsumer CreditDRN-5220598 The complaint Mr J complains about the service Select Contracts UK Limited trading as Select Car Leasing (“SCL”) provided after he placed an order for a new car. When I refer to what Mr J has said and what SCL has said, it should also be taken to include things said on thei... (4 pages)View decision -
Decision Reference DRN-5292110
30 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5292110 The complaint Miss L complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5295409
30 Jan 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5295409 The complaint Mrs L is unhappy with what Fairmead Insurance Limited did after she made a claim on her legal expenses insurance policy. What happened In May 2024 Mrs L sought assistance from her legal expenses policy with a claim against architects who she’d entered into a co... (2 pages)View decision -
Decision Reference DRN-5245315
30 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5245315 The complaint Mr M complains about how his insurer, Advantage Insurance Limited (Advantage) valued his vehicle as a total loss following an accident. Any reference to Advantage in this decision includes their agents. What happened In May 2024 Mr M’s vehicle was involved in... (4 pages)View decision -
Decision Reference DRN-5255455
30 Jan 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5255455 The complaint Mr C and Mrs P are unhappy ARAG Legal Expenses Insurance Company Limited turned down a claim they made on the tenant default section of their residential landlord insurance policy. Although the policy is in joint names as the complaint has been brought by Mr C,... (2 pages)View decision -
Decision Reference DRN-5261692
30 Jan 2025 Pen Underwriting Limited Not upheldInsuranceDRN-5261692 The complaint Mr and Mrs P complain about Pen Underwriting Limited’s (“Pen”) handling of their claim, and its decision to decline cover for a replacement fence, under their home buildings insurance policy. What happened Mr and Mrs P contacted Pen in November 2023 to report d... (3 pages)View decision -
Decision Reference DRN-5242052
30 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5242052 The complaint Mrs M complains about how delays from Admiral Insurance (Gibraltar) Limited (Admiral) led to her having a County Court Judgement (CCJ) made against her. Any reference to Admiral in this decision includes their agents. What happened In September 2021 Mrs M had... (4 pages)View decision
