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
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Decision Reference DRN-4385079
23 Nov 2023 One Insurance Limited UpheldInsuranceThe complaint Mrs W and Mr W complain about how One Insurance Limited (One) responded to a blockage at their property under their home emergency policy. References to One in this decision include their agents who provide services under the policy. What happened In March 2023 Mrs W and Mr W... (3 pages)View decision -
Decision Reference DRN-4473535
23 Nov 2023 Aviva Insurance Limited UpheldInsuranceThe complaint Mr and Mrs H have complained about the delay in repairing a van insured under their Motor Insurance policy with Aviva Insurance Limited. They’ve also complained about the fact the repairs were not completed to an acceptable standard and the impact this and the delay has had o... (5 pages)View decision -
Decision Reference DRN-4259470
23 Nov 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4259470 The complaint Mr B says NewDay Ltd, trading as Marbles, withheld a refund made to his (then closed) credit card account by a third-party. What happened In August 2022 a third-party refunded £91.90 to Mr B’s credit card account. From November 2022 Mr B tried to find the payment ... (2 pages)View decision -
Decision Reference DRN-4472650
23 Nov 2023 Got You Covered Limited UpheldInsuranceDRN-4472650 The complaint Mr S has complained about Got You Covered Limited’s (GYCL) error when setting up his car insurance policy and the impact this had on him. What happened When GYLC’s agent set up Mr S’s car insurance policy (on or just before 20 February 2023) he made an error. He p... (5 pages)View decision -
Decision Reference DRN-4470749
23 Nov 2023 Amtrust International Underwriters DAC UpheldInsuranceDRN-4470749 The complaint Mr and Mrs M complain about the way AmTrust International Underwriters DAC handled a claim they made under their new home warranty. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr and Mrs M bought a new home covered by a te... (6 pages)View decision -
Decision Reference DRN-4265428
23 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4265428 The complaint Miss P and Mr B complain about Royal & Sun Alliance Insurance Limited’s (RSA) claim handling and decision not to repair an electrical issue following an accident claim, under Mr B’s motor insurance policy. I’ll refer to Mr B in my decision for ease. What happe... (4 pages)View decision -
Decision Reference DRN-4468799
23 Nov 2023 British Gas Services Limited UpheldInsuranceDRN-4468799 The complaint Mrs J complains about the service provided by British Gas Services Limited in relation to her home emergency insurance. What happened While Mrs J was in hospital her son visited her house and found there was a problem with the electrics. Her other son called Briti... (2 pages)View decision -
Decision Reference DRN-4473276
23 Nov 2023 Aviva Insurance Limited UpheldInsuranceDRN-4473276 The complaint Mr W is unhappy with the service he’s received from Aviva Insurance Limited (Aviva) as his damaged vehicle was sold without his agreement following a claim under his commercial vehicle insurance policy. Where I’ve referred to Aviva throughout, this also includes a... (2 pages)View decision -
Decision Reference DRN-4073797
23 Nov 2023 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4073797 The complaint Mr H is unhappy with the service he’s received from Aviva Life & Pensions UK Limited. What happened Mr H has a life insurance policy with Aviva. He’s unhappy with letters Aviva sent about his direct debit payments. In summary, Mr H says the correspondence said... (2 pages)View decision -
Decision Reference DRN-4468282
23 Nov 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-4468282 The complaint Mrs G complains about Acromas Insurance Company Limited (“AIC”) and their decision to decline the claim she made on her motor insurance policy. What happened Mrs G held a motor insurance policy, underwritten by AIC. The events that occurred when Mrs G made a claim... (4 pages)View decision
