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 125399 results
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Decision Reference DRN-4198065
24 Aug 2023 Covea Insurance plc UpheldInsuranceDRN-4198065 The complaint S complains that Covea Insurance plc were unfair in rejecting their claim for fire damage to business equipment. What happened S had a Tradesmen & Professionals insurance policy with Covea. The policy provided cover for liability, as well as £60,000 on an All ... (2 pages)View decision -
Decision Reference DRN-4176882
24 Aug 2023 esure Insurance Limited UpheldInsuranceDRN-4176882 The complaint Mr R has complained about the total loss settlement esure Insurance Limited trading as Sheilas’ Wheels paid and the poor service he received when he made a claim under his car insurance policy. What happened Mr R was involved in an incident with another car in Jun... (2 pages)View decision -
Decision Reference DRN-4312514
24 Aug 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4312514 The complaint Mr M and Mrs M complain about how Lloyds Bank General Insurance Limited (Lloyds) handled a claim under their home insurance policy for damage to their property from a slow leak. Lloyds use agents to administer the policy and to assess claims. Reference to Lloyds i... (5 pages)View decision -
Decision Reference DRN-4316359
24 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4316359 The complaint Mr H complains about the way U K Insurance Limited trading as Churchill Insurance dealt with his home emergency claim. Any reference to UKI includes the actions of its agent. What happened The circumstances of this complaint are well known to both parties, so I’ve... (3 pages)View decision -
Decision Reference DRN-4199000
24 Aug 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4199000 The complaint Mr H has complained about how Fortegra Europe Insurance Company Ltd (Fortegra) dealt with a claim under a kitchen appliance warranty. What happened Mr H made a claim for a cooker hood under a warranty he had taken out with Fortegra. Fortegra agreed to replace the ... (2 pages)View decision -
Decision Reference DRN-4274403
24 Aug 2023 Advantage Insurance Company Limited UpheldInsurancePage 1 of 3The complaint Mr B is unhappy that Advantage Insurance Company Limited declined a claim he made on his car insurance policy and voided the policy. What happened Mr B’s car was stolen so he claimed on his car insurance policy, which he’d taken out through a price comparison websi... (3 pages)View decision -
Decision Reference DRN-4038542
24 Aug 2023 West Bay Insurance Plc UpheldInsuranceDRN-4038542 The complaint Mr M complains that West Bay Insurance Plc trading as Zenith Insurance (Zenith) repudiated a claim he made against his motor insurance policy. And he complains Zenith caused further damage to his car while it was in the care of the approved repairers (AR). For cla... (4 pages)View decision -
Decision Reference DRN-4215764
24 Aug 2023 Nationwide Building Society UpheldMortgagesDRN-4215764 The complaint Mr G complains Nationwide Building Society caused him to sell a car unnecessarily. What happened Mr G wanted a mortgage with Nationwide. He called Nationwide on 6 February 2023 and spoke to a mortgage representative, whom I’ll call “J”. The purpose of the call wa... (2 pages)View decision -
Decision Reference DRN-4207443
24 Aug 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4207443 The complaint Mr L is complaining about MotoNovo Finance Limited’s (MotoNovo) decision to lend to him – he says the lending was unaffordable. What happened In May 2017, Mr L took out a hire purchase agreement with MotoNovo to finance the purchase of a car. He paid a deposit of ... (4 pages)View decision -
Decision Reference DRN-4204256
24 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4204256 The complaint Mr D complains that HSBC UK Bank Plc asked too many security questions in relation to a transaction that HSBC had flagged as suspicious. This led to his account being blocked which caused him inconvenience. He is also unhappy that HSBC did not initially admit to m... (2 pages)View decision
