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 128535 results
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Decision Reference DRN-4100840
27 Apr 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4100840 The complaint Miss S complains that Specialist Motor Finance Limited (who I’ll call “SMF”) should have allowed her to reject a car she was financing through an agreement with them. What happened I issued my provisional decision on this complaint last month. An extract from that... (4 pages)View decision -
Decision Reference DRN-3991835
27 Apr 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3991835 The complaint Ms M complains that Casualty & General Insurance Company (Europe) Ltd declined a claim for treatment of her dog’s eyes as they say his condition was pre-existing. She doesn’t agree and wants them to pay her claim. What happened Ms M has insurance for her dog w... (4 pages)View decision -
Decision Reference DRN-4098056
27 Apr 2023 Hamilton Financial (Scotland) Ltd UpheldInvestmentsDRN-4098056 The complaint Mr and Mrs G complain about the poor service they received from Hamilton Financial (Scotland) Ltd (“Hamilton Financial”). They say: Money was left uninvested. Their quarterly income payments almost halved, with no explanation. Hamilton Financial tried to persua... (4 pages)View decision -
Decision Reference DRN-4101519
27 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4101519 The complaint Mr D’s representative complains on his behalf that Admiral Insurance (Gibraltar) Limited (Admiral) have not made a fair offer to repair the damage its approved glass repairer caused to his car passenger door whilst it was repairing the glass. References to Mr D or... (4 pages)View decision -
Decision Reference DRN-4034407
27 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4034407 The complaint Mr K complains Admiral Insurance (Gibraltar) Limited (Admiral) gave a poor level of service when he made a claim on his home insurance policy. There are several parties and representatives of Admiral involved throughout the complaint but for the purposes of this c... (3 pages)View decision -
Decision Reference DRN-4101479
27 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4101479 The complaint Mr W complains that Admiral Insurance (Gibraltar) Limited unfairly declined his home insurance (buildings) claim. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Admiral has accepted it is a... (4 pages)View decision -
Decision Reference DRN-3902573
27 Apr 2023 HDI Global Specialty SE UpheldInsuranceDRN-3902573 The complaint Mr and Mrs M are unhappy with HDI Global Specialty SE regarding the handling and settlement of their rental property building insurance claim. Any experts or representatives used during the claim process by HDI will be referred to as HDI for ease. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4020915
27 Apr 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4020915 The complaint Mr O has complained about Royal & Sun Alliance Insurance Limited (RSA) in respect of a claim or claims that were logged when a car he was taking for a test drive was damaged. What happened Mr O was taking a car for a test drive. He wasn’t given any insurance p... (3 pages)View decision -
Decision Reference DRN-4005862
27 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4005862 The complaint Mr H has complained about Admiral Insurance (Gibraltar) Limited in respect of a claim he made to it when the interior of his car was damaged by rodents. He feels it delayed the claim and didn’t properly repair his car. What happened Mr H made a claim to Admiral in... (3 pages)View decision -
Decision Reference DRN-3887782
27 Apr 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3887782 The complaint Mrs B has complained about her property insurer AXA Insurance UK Plc in relation to a claim made when a leak from a dishwasher was found at her home. AXA used various contractors during the claim, it is responsible for their actions. What happened Mrs B noted dama... (3 pages)View decision