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-3843785
22 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3843785 The complaint Mr and Mrs C complain that Covea Insurance plc failed to repair their property to a proper standard following a kitchen fire, and they provided poor customer service. What happened Mr and Mrs C held a buildings and contents insurance policy with Covea. In Decembe... (3 pages)View decision -
Decision Reference DRN-3846713
22 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3846713 The complaint Miss Z has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy. References to British Gas include companies acting on its behalf. What happened Miss Z contacted British Gas when she found a leak in he... (2 pages)View decision -
Decision Reference DRN-3872036
22 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3872036 The complaint Ms A complains about the settlement payment offered by Admiral Insurance (Gibraltar) Limited (Admiral) following the theft of her car, under her motor insurance policy. What happened In December 2021 Ms A’s car was stolen. She reported the theft to the police and ... (5 pages)View decision -
Decision Reference DRN-3872259
22 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3872259 The complaint Mrs R complained that QIC Europe Ltd (“QIC”) unfairly declined her claim under her home insurance policy. What happened Mrs R made a claim after her outbuilding was significantly damaged in bad weather. After Mrs R contacted QIC several times, it sent a surveyor t... (3 pages)View decision -
Decision Reference DRN-3855031
22 Dec 2022 Zurich Insurance PLC UpheldInsuranceDRN-3855031 The complaint Mr D complains about the amount Zurich Insurance PLC paid for his car after he claimed on his car insurance policy. What happened Mr D’s car was damaged, so he claimed on his policy with Zurich. Zurich reviewed the claim and accepted it. They said due to the damag... (2 pages)View decision -
Decision Reference DRN-3772466
22 Dec 2022 Accelerant Insurance Limited UpheldInsuranceDRN-3772466 The complaint Mr M complains Accelerant Insurance Limited unfairly declined a claim he made on his landlord insurance policy. What happened Mr M owns two adjoining properties that were insured with Accelerant. In November 2021, a section of the render came down from the two pro... (4 pages)View decision -
Decision Reference DRN-3846162
22 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3846162 The complaint Mr K complains Bank of Scotland plc’s approach to strong customer authentication means that he can’t use his online banking when he’s away from home. What happened Mr K has a current account, a debit card, and a credit card with Bank of Scotland. Mr K says that he... (8 pages)View decision -
Decision Reference DRN-3867327
22 Dec 2022 The Co-operative Bank Plc UpheldInsuranceDRN-3867327 The complaint Mr and Mrs A have complained that The Co-operative Bank Plc mis-sold them a mortgage payment protection income policy in 2000. What happened The PPI policy was set up in 2000, around the same time as Mr and Mrs A were arranging their mortgage. It provided cover eq... (2 pages)View decision -
Decision Reference DRN-3845098
22 Dec 2022 U K Insurance Limited UpheldInsuranceDRN-3845098 The complaint Mr G has complained that U K Insurance Limited trading as Direct Line (UKI) unfairly declined part of a claim under a home insurance policy. What happened Mr G contacted UKI to make a claim when items stored in his garage were damaged by a flood. UKI accepted the ... (2 pages)View decision -
Decision Reference DRN-3459649
22 Dec 2022 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3459649 The complaint Mr T complains about the advice given by Niche Independent Financial Advisers Limited (‘Niche’) to transfer the benefits from his defined-benefit (‘DB’) scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believe... (11 pages)View decision
