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 121479 results
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Decision Reference DRN-4387565
7 Nov 2023 AWP P&C SA UpheldInsuranceDRN-4387565 The complaint Mr O and Ms O complain about AWP P&C SA’s decision to turn down their travel 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 focus on giving my reasons for my decisio... (2 pages)View decision -
Decision Reference DRN-4409200
7 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4409200 The complaint Mr M complains about the quality of a car he has been financing through an agreement with Creation Consumer Finance Ltd, who I’ll call Creation. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead,... (3 pages)View decision -
Decision Reference DRN-4440433
7 Nov 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4440433 The complaint Mr and Mrs R have complained about the way Inter Partner Assistance SA dealt with a claim they made under their Home Assistance (HA) policy. What happened Mr and Mrs R reported water leaking from their roof into their home from two places just before Christmas in ... (3 pages)View decision -
Decision Reference DRN-4418279
7 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4418279 The complaint Ms R complains about the price quoted by Advantage Insurance Company Limited (“Advantage”) to renew her motor insurance policy. She also complains about the delay in dealing with her claim under her policy. What happened Ms R’s car was damaged while parked and una... (3 pages)View decision -
Decision Reference DRN-4430288
7 Nov 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4430288 The complaint Mr and Mrs J have complained about Accredited Insurance (Europe) Ltd (AIE)’s decision to decline a claim they made for a lost engagement ring. What happened Mrs J lost her wedding and engagement ring during a hospital visit. AIE accepted the circumstances of the c... (3 pages)View decision -
Decision Reference DRN-4304083
7 Nov 2023 ETU Forsikring A/S UpheldInsuranceDRN-4304083 The complaint Ms P has complained that ETU Forsikring A/S (ETU) unreasonably and unfairly increased the premium for her pet insurance policy from £1,144.45 per year in 2021 to £4,586.75 per year in 2022. What happened Ms P bought her pet policy through another company which pro... (2 pages)View decision -
Decision Reference DRN-4438643
7 Nov 2023 West Bay Insurance Plc UpheldInsuranceDRN-4438643 The complaint Mrs M has complained about her caravan insurer West Bay Insurance Plc because it caused delays in repairing her fire damaged static caravan. What happened Mrs M’s caravan was damaged by a fire in June 2022. West Bay accepted a claim. But by September 2022 Mrs M wa... (2 pages)View decision -
Decision Reference DRN-4363171
7 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4363171 The complaint Mr and Mrs C have complained about their property insurer Liverpool Victoria Insurance Company Limited (LV) regarding a subsidence claim they made in 2016. What happened Mr and Mrs C had noted some crack damage at their home. Their neighbour had a recent subsidenc... (3 pages)View decision -
Decision Reference DRN-4441937
7 Nov 2023 West Bay Insurance Plc UpheldInsuranceDRN-4441937 The complaint Miss I has complained about her car insurer West Bay Insurance Plc regarding repair of her car following an accident. What happened Miss I had an accident in March 2021 whilst driving on the motorway. She was hit by another driver who did not stop. West Bay agreed... (5 pages)View decision -
Decision Reference DRN-4318689
7 Nov 2023 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4318689 The complaint Mr H has complained about the actions of an appointed representative of Quilter Financial Services Ltd. He says, in brief, that the appointed representative failed to provide a professional advice service in relation to the potential transfer of two defined benefi... (5 pages)View decision
