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 125400 results
-
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 -
Decision Reference DRN-4516404
30 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4516404 The complaint Mrs H complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim for storm damage under her buildings insurance policy. She’s also unhappy with the conduct of the appointed surveyor. What happened In March 2023, Mrs H made a claim ... (3 pages)View decision -
Decision Reference DRN-4582853
30 Jan 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4582853 The complaint Mr H complains that St. James's Place Wealth Management Plc (SJP) caused avoidable delays to his Defined Benefit (DB) pension transfer when it failed to request a new Cash Equivalent Transfer Value (CETV) as soon as the initial CETV had expired. Mr H feels th... (12 pages)View decision -
Decision Reference DRN-4527028
30 Jan 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4527028 The complaint Mr K & Mr K complain about the way Marshmallow Insurance Limited (“Marshmallow”) handled a claim under their car insurance policy. What happened Mr K & Mr K had a car insurance policy with Marshmallow. In November 2022 Mr K was involved in a collision with... (3 pages)View decision
