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-4109213
18 May 2023 London General Insurance Company Limited UpheldInsuranceDRN-4109213 The complaint Mr M complains London General Insurance Company Limited unfairly declined his motor warranty claim. What happened Mr M made a claim against his London General motor warranty. The insurer declined the claim based on the report of an engineer it had commissioned to ... (2 pages)View decision -
Decision Reference DRN-4135681
18 May 2023 One Insurance Limited UpheldInsuranceDRN-4135681 The complaint Mr S complains One Insurance Limited failed to provide a courtesy car for the duration of a motor insurance repair. What happened In May 2022 Mr S made a claim against his One Insurance motor policy. A few weeks later the insurer’s approved repairer took possessio... (2 pages)View decision -
Decision Reference DRN-3765896
18 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3765896 The complaint Miss G complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining a claim under her pet insurance policy for treatment of her dog. References to CG include their agents who administer the policy. What happened Miss G took out a pet insura... (5 pages)View decision -
Decision Reference DRN-4091212
18 May 2023 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4091212 The complaint Ms G complains that Epayments Systems Ltd blocked her account and she wasn’t able to access her funds. She would like compensation. What happened The facts which led to Ms G bringing her complaint to our service are well known to both parties, so I am not repeatin... (2 pages)View decision -
Decision Reference DRN-3552561
18 May 2023 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-3552561 The complaint Mr M complains that Hargreaves Lansdown Asset Management Limited (“HL”) provided misleading information about the ongoing facility to purchase a crypto-derivative exchange traded note (ETN) via its platform. What happened On 6 October 2020 the Financial Conduct Au... (3 pages)View decision -
Decision Reference DRN-4015817
18 May 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4015817 The complaint Mrs S complains about the time it’s taking Royal & Sun Alliance Insurance Limited (RSA) to repair her car after an accident. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in disp... (2 pages)View decision -
Decision Reference DRN-4127206
18 May 2023 esure Insurance Limited UpheldInsuranceDRN-4127206 The complaint Mr A has complained about esure Insurance Limited. He isn’t happy about the way it dealt with a claim under his motor insurance policy. What happened Mr A made a claim under his motor insurance policy after his car was involved in an accident colliding with a thir... (2 pages)View decision -
Decision Reference DRN-3954959
18 May 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3954959 The complaint X has complained about the settlement Haven Insurance Company Limited (Haven) has offered following a claim he made on his commercial vehicle policy. What happened X was involved in an incident with a third party, and he submitted a claim on his commerc... (3 pages)View decision -
Decision Reference DRN-4121880
18 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4121880 The complaint Mr and Mrs H complain about how AXA Insurance UK Plc handled their claim for subsidence on their home insurance policy. What happened Mr and Mrs H had home insurance that was underwritten by AXA. In March 2020 they made a claim as they’d noticed worsening cracking... (3 pages)View decision -
Decision Reference DRN-4140432
18 May 2023 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4140432 The complaint Mr B complains that Epayments Systems Ltd blocked his account and he wasn’t able to access his funds. He would like compensation. What happened The facts which led to Mr B bringing his complaint to our service are well known to both parties, so I am not repeating ... (3 pages)View decision
