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 121262 results
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Decision Reference DRN-4535024
30 Jan 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4535024 The complaint Ms B has complained about the way AXA Insurance UK Plc has handled a subsidence claim under her Home Insurance policy. What happened The background to this complaint is well known to Miss B and AXA. In my decision, I’ll focus mainly on giving the reasons for reach... (2 pages)View decision -
Decision Reference DRN-4265573
30 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4265573 The complaint Miss D complains that HSBC UK Bank Plc failed to act appropriately when informed that a payment made to an account held with them was as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (3 pages)View decision -
Decision Reference DRN-4588181
30 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4588181 The complaint Mr and Mrs B complain about their travel insurance policy underwritten by AWP P&C SA. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr an... (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-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-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 -
Decision Reference DRN-4538447
30 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4538447 The complaint Mrs T complains that esure Insurance Limited caused delays when progressing a claim under her home insurance policy. What happened In November 2022, Mrs T made a claim under her home insurance policy for storm damage. esure accepted the claim and asked Mrs T to pr... (2 pages)View decision -
Decision Reference DRN-4589157
30 Jan 2024 more 2 life Ltd UpheldMortgagesDRN-4589157 The complaint Mrs D’s complaint is about an equity release lifetime mortgage taken out with more 2 life Ltd trading as Standard Life Home Finance, and referred to here as M2L. Mrs D says that, due to an error by M2L, she thought she had until 16 April 2022 to complete her mortg... (4 pages)View decision
