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 125299 results
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Decision Reference DRN-4065604
24 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4065604 The complaint Mr D complains about AXA Insurance UK Plc (“AXA”) for delaying in processing his insurance claim. He wants AXA to settle his claim. What happened Mr D insured his home with AXA. In late 2020, Mr D’s home suffered a break in through a window. Damage was caused and ... (2 pages)View decision -
Decision Reference DRN-4113993
24 May 2023 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4113993 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with Toyota Financial Services (UK) Plc trading as Redline Financial Services (‘Redline’) was of an unsatisfactory quality. Mr M is being represented in this complaint by Miss K. However, f... (4 pages)View decision -
Decision Reference DRN-4119776
24 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4119776 The complaint Miss W has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has rejected her claim for veterinary treatment for her dog after he ate a face mask. What happened Miss W’s young dog, who I’ll refer to as “F”, ate a face mask whilst ... (4 pages)View decision -
Decision Reference DRN-4107942
24 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4107942 The complaint Miss K has complained that Advantage Insurance Company Limited caused delays and poorly handled a claim she made under her car insurance policy. All reference to the insurer Advantage in my decision includes its agents. What happened Miss K made a claim to her ins... (2 pages)View decision -
Decision Reference DRN-3895457
24 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3895457 The complaint Mr and Mrs B complain that Barclays Bank UK PLC won’t refund money they lost as a result of a scam What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2017 and 2018 Mr and Mrs B were the v... (7 pages)View decision -
Decision Reference DRN-4150042
24 May 2023 QIC Europe Ltd UpheldInsuranceDRN-4150042 The complaint Mr and Mrs W complain that QIC Europe Ltd (“QIC”) unfairly declined their home insurance claim for storm damage. What happened The background of this complaint is known in detail to the parties involved, so I’ll summarise what I’ve found to be the key points. Mr ... (5 pages)View decision -
Decision Reference DRN-4014934
24 May 2023 Target Servicing Limited UpheldMortgagesDRN-4014934 The complaint Mr K and Miss S complain that Target Servicing Limited delayed an administration process causing interest on the outstanding balance of their mortgage to be charged at the standard variable rate (SVR), rather than a new interest rate for longer than necessary. Wha... (3 pages)View decision -
Decision Reference DRN-4034946
24 May 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4034946 The complaint The estate of Mr D complains about the proposed settlement offered by Accredited Insurance (Europe) Ltd for a claim under their buildings insurance policy. Mr D and Mrs P have brought the complaint on behalf of the estate of Mr D. For ease I shall refer to them be... (2 pages)View decision -
Decision Reference DRN-4062083
24 May 2023 Pinnacle Insurance Plc UpheldInsuranceDRN-4062083 The complaint Mrs J complains that Pinnacle Insurance Plc wouldn’t cover the cost of her cat’s dental treatment, as it wasn’t carried out within six months of the date when her vet first told her the treatment was required. What happened Mrs J has insurance for her cat with Pin... (4 pages)View decision -
Decision Reference DRN-4061022
24 May 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4061022 The complaint Miss W complains about Fortegra Europe Insurance Company Ltd’s (Fortegra) handling of her claim about damaged allow wheels, under her tyre and alloy wheel insurance policy. What happened Miss W made a claim under her policy with Fortegra to repair damage to one of... (3 pages)View decision
