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 120163 results
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Decision Reference DRN-3999713
27 Nov 2023 QIC Europe Ltd UpheldInsuranceDRN-3999713 The complaint Mr H complains that QIC Europe Ltd declined a claim he made under his home insurance policy for subsidence. Reference to QIC includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr H’s home ... (3 pages)View decision -
Decision Reference DRN-4473962
27 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4473962 The complaint Miss C has complained about the service she received from Royal & Sun Alliance Insurance Limited (‘RSA’) under her home insurance policy following flooding damage at her home. For the avoidance of doubt, the term ‘RSA’ includes reference to its agents, contrac... (5 pages)View decision -
Decision Reference DRN-4197586
27 Nov 2023 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-4197586 The complaint Ms D complains about how China Taiping Insurance (UK) Co Ltd (‘CTI’) handled a claim she made against a commercial buildings insurance policy. CTI are the underwriters (insurers) of this policy. Much of this complaint concerns the actions of their appointed agents... (3 pages)View decision -
Decision Reference DRN-4479716
27 Nov 2023 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-4479716 The complaint Mr and Mrs H complain that ERGO Versicherung Aktiengesellschaft hasn’t accepted their holiday home insurance claim in full due to underinsurance. They also complain about ERGO’s handling of their claim. What happened Mr and Mrs H hold a holiday home insurance poli... (3 pages)View decision -
Decision Reference DRN-4178888
27 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4178888 The complaint Mr M complains HSBC Bank UK Plc trading as First Direct should be responsible for what happened to a payment made, which he intended to go to his partner who lives abroad. He wants the payment returned and compensation for the service he received. He wants losses ... (4 pages)View decision -
Decision Reference DRN-4321981
27 Nov 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4321981 The complaint Mr E complains that Fortegra Europe Insurance Company Ltd (Fortegra) declined his claim following an engine failure, under his motor warranty policy. What happened When driving his car Mr E noticed a loss of power. His vehicle was recovered, and he made a claim to... (3 pages)View decision -
Decision Reference DRN-4415633
27 Nov 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4415633 The complaint Miss B complains about the quality of a car she has been financing through an agreement with Blue Motor Finance Ltd, trading as Blue Motor Finance (“BMF”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (3 pages)View decision -
Decision Reference DRN-4436356
27 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4436356 The complaint Mr C’s complaint arises from his mortgage accounts with Barclays Bank UK Plc. Mr C, who has dealt with the complaint throughout, says that Barclays has incorrectly and unfairly failed to apply a term extension to the mortgage after he applied for, and was offered,... (5 pages)View decision -
Decision Reference DRN-4479359
27 Nov 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4479359 The complaint Mr H has complained about the fact that he has been asked to pay over £6,000 in hire charges as a result of what he considers to be the poor handling of his claim under his taxi insurance policy by Haven Insurance Company Limited. What happened Mr H was involved i... (3 pages)View decision -
Decision Reference DRN-4234912
27 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4234912 The complaint Mr S has complained that Santander UK Plc (“Santander”) placed a freeze on his account after he attempted to transfer money out of his account. Mr S says that he went to a Santander Branch and spoke to staff a number of times to get his account unblocked. Mr S say... (3 pages)View decision
