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 122624 results
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Decision Reference DRN-3683292
3 Oct 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3683292 The complaint Miss M has complained that Accredited Insurance (Europe) Limited avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. What happened Miss M took out a motor insurance policy with Accredited Insurance through a broker.... (2 pages)View decision -
Decision Reference DRN-3732083
3 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3732083 The complaint Mr G complained that British Gas Insurance Limited (“British Gas”) took too long to stop his leak under his Home Emergency policy, resulting in greater damage to his property. What happened Mr G made a claim on his policy at 9:51am after he noticed his bedroom rad... (3 pages)View decision -
Decision Reference DRN-3671063
3 Oct 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3671063 The complaint Mr H complains about the level of service received from Hastings Insurance Services Limited following a claim against his motor insurance policy. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my decision I’ll m... (3 pages)View decision -
Decision Reference DRN-3713198
3 Oct 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3713198 The complaint Mrs G complains that Capital One (Europe) plc (“Capital One”) provided her with credit she couldn’t afford to repay. What happened I issued my provisional decision on this complaint in September 2022. An extract from that provisional decision is set out below. Cap... (3 pages)View decision -
Decision Reference DRN-3693157
3 Oct 2022 Bigmore Associates Limited UpheldPensions and AnnuitiesDRN-3693157 The complaint Mr M says Bigmore Associates Limited (Bigmore) was responsible for him receiving a reduced value from his defined benefit (DB) scheme when he decided to transfer his benefits to a Self-invested Personal Pension (SIPP). What happened Mr M was a member of a former e... (11 pages)View decision -
Decision Reference DRN-3696223
3 Oct 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3696223 The complaint Mr F is unhappy that Assurant General Insurance Limited (AGI) has refused to handle his claim until he returns a phone issued to him following a different claim on a different policy. What happened Mr F had mobile phone insurance, underwritten by AGI, and provided... (2 pages)View decision -
Decision Reference DRN-3731424
3 Oct 2022 Close Brothers Limited UpheldConsumer CreditDRN-3731424 The complaint Mr T complains that Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) was wrong to invoice him for damages after he returned a car that he had been supplied with under a conditional sale agreement (“agreement”). What happened In Apr... (4 pages)View decision -
Decision Reference DRN-3681694
3 Oct 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3681694 The complaint Mr R has complained about the amount Haven Insurance Company Limited paid in settlement of a claim he made under his commercial motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in f... (3 pages)View decision -
Decision Reference DRN-3663826
3 Oct 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3663826 The complaint Mr I complains about Domestic and General Insurance PLC (D&G) who declined his claim under his gadget insurance policy. What happened Mr I held a gadget insurance policy with D&G, that allowed him to add and remove products he wished to be covered. On 11 A... (4 pages)View decision -
Decision Reference DRN-3731326
3 Oct 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3731326 The complaint Mr and Mrs F complain The Royal Bank of Scotland Plc (RBS) treated them unfairly when they asked for a mortgage payment deferral during the coronavirus pandemic. What happened In around September 2019 Mr and Mrs F took out a business loan of around £350,000 secure... (4 pages)View decision
