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 122183 results
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Decision Reference DRN-3974517
24 Jul 2023 esure Insurance Limited UpheldInsuranceDRN-3974517 The complaint Mr O complains that esure Insurance Limited (esure) have undervalued his car following a claim on his car insurance policy. What happened Mr O insured his car with esure in September 2022. Following the theft of his car, esure accepted his claim and made a settlem... (3 pages)View decision -
Decision Reference DRN-4134294
24 Jul 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4134294 The complaint Mr F complains that Loans 2 Go Limited was irresponsible to lend to him. What happened Mr F had one loan from Loans 2 Go in July 2021 as follows: Loan Date Amount Term Monthly Repayment Due Repaid 1 7 Jul 2021 £3,000 24m £362 7 Jul 2023 In arrears Mr F says the lo... (3 pages)View decision -
Decision Reference DRN-4261292
24 Jul 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-4261292 The complaint Mr S complains that Hiscox Insurance Company Limited (“Hiscox”) avoided his contents insurance policy and refused to pay his claim following a break-in at his home. What happened Mr S has home contents insurance with Hiscox. The policy provid... (4 pages)View decision -
Decision Reference DRN-4196913
24 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4196913 The complaint Mr M complains Creation Financial Services Limited refused to transfer points he earned using his credit card, refused to issue him a prorated refund of his account fee, and failed to issue him a voucher for a hotel stay. What happened Mr M held a credit card with... (3 pages)View decision -
Decision Reference DRN-4158598
24 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4158598 The complaint Miss T complains about how AXA Insurance UK Plc (“AXA”) handled a claim she made on her home insurance policy following a leak at her home. Any reference to AXA includes its agents. What happened Miss T has a home insurance policy with AXA. Miss T ... (2 pages)View decision -
Decision Reference DRN-4224582
24 Jul 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4224582 The complaint Mr H is unhappy with what Lloyds Bank General Insurance Limited (Lloyds) did after he contacted it and told it about renovation work he was carrying out at his property. What happened Mr H has home insurance with Lloyds which includes legal expenses insurance (und... (7 pages)View decision -
Decision Reference DRN-4261030
24 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4261030 The complaint Mr and Mrs H complain about Ageas Insurance Limited’s handling of their home insurance (buildings) claim. Mr and Mrs H are joint policy holders. As most of the communication relating to the complaint has been from Mr H, I’ll refer mainly to him in my decision. Age... (4 pages)View decision -
Decision Reference DRN-4176294
24 Jul 2023 Medicash Health Benefits Limited UpheldInsuranceDRN-4176294 The complaint Mr W complains that Medicash Health Benefits Limited hasn’t fully settled a claim he made on a healthcare cash plan. What happened Mr W holds a healthcare cash plan. The plan provides cover for up to half of a policyholder’s dental plan fees each policy year under... (3 pages)View decision -
Decision Reference DRN-4065428
24 Jul 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4065428 The complaint Mr M complains about the settlement he received from MI Vehicle Finance Limited, who I’ll call “MI Finance”, when they agreed his car had been misrepresented to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them... (2 pages)View decision -
Decision Reference DRN-4253483
24 Jul 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4253483 Complaint Mr B has complained that Loans 2 Go Limited (“L2G”) provided him with unaffordable loans. Background L2G provided Mr B with a loan for £1,000.00 in December 2021. This loan had an APR of 937.8% and a 78-week term. This all meant the total amount repayable of £3,700.32... (4 pages)View decision
