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 121479 results
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Decision Reference DRN-3774272
23 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3774272 The complaint Mr H complains that QIC Europe Ltd (QIC) have settled a claim under his motor insurance policy for considerably less than it should have. Any reference to QIC in this decision also includes agents working on their behalf. Mr H is represented on this case but for e... (4 pages)View decision -
Decision Reference DRN-3771411
23 Dec 2022 St Andrew's Insurance plc UpheldInsuranceDRN-3771411 The complaint The executors of the late Mr K complain that St Andrew’s Insurance Plc has unfairly declined their claim for damage caused by an escape of water, under a home insurance policy. What happened Mr K’s home was insured by St Andrew’s. He died in February 2020 and his ... (3 pages)View decision -
Decision Reference DRN-3873563
23 Dec 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3873563 The complaint Mr R has complained about his home insurer Royal & Sun Alliance Insurance Limited (RSA) in relation to a claim he made when a water leak occurred at his home. What happened Mr R had a leak at his home in 2019. RSA began repairs but they did not go as planned, ... (4 pages)View decision -
Decision Reference DRN-3853205
22 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3853205 The complaint Miss B has complained about how AXA Insurance UK Plc (AXA) dealt with a claim under her home insurance policy. Miss B is represented in this case by Ms C, who I will refer to at various points in this decision. References to AXA include companies and contractors a... (2 pages)View decision -
Decision Reference DRN-3867938
22 Dec 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3867938 The complaint Miss T complains that that BMW Financial Services (GB) Limited (“BMWFS”) rejected her claim that she had been mis-sold a car. What happened In September 2021 Miss T acquired a second hand car at a cost of £28,450. This was funded in part by a hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN-3873217
22 Dec 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3873217 The complaint Mrs D complains about the charges raised by AA Underwriting Insurance Company Limited (AA) and how a claim she made was recorded under her motor insurance policy. What happened In October 2021 a dog cage lifted by strong winds from a neighbour’s property, was blow... (3 pages)View decision -
Decision Reference DRN-3698677
22 Dec 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3698677 The complaint Mr G acquired a new car in June 2021, by means of a 49-month conditional sale agreement with Vauxhall Finance plc. He complains that the car was not of satisfactory quality at the point of supply. He wants Vauxhall to agree that the car should be rejected. What ha... (4 pages)View decision -
Decision Reference DRN-3873049
22 Dec 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3873049 The complaint Mr M complains about the settlement payment Haven Insurance Company Limited (Haven) provided following the theft of his car, under his motor insurance policy. What happened Mr M’s car was stolen in January 2022. He contacted Haven and it offered a settlement payme... (3 pages)View decision -
Decision Reference DRN-3838743
22 Dec 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3838743 The complaint Miss M is unhappy how John Lewis Financial Services Limited (JLFS) handled her request for help to recover money following the cancellation of airline flights. What happened In January 2020, Miss M paid £1,091.57 for some flights to and from Thailand. She used a t... (3 pages)View decision -
Decision Reference DRN-3792218
22 Dec 2022 Marsh Finance Ltd UpheldConsumer CreditDRN-3792218 The complaint Mrs H complains that the car she acquired through a hire purchase agreement with Marsh Finance Ltd (“Marsh Finance”) was not of satisfactory quality. What happened Mrs H acquired a car from Marsh Finance in March 2022. The hire purchase agreement was over 52 month... (3 pages)View decision
