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 120614 results
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Decision Reference DRN-3164993
6 May 2022 Marshmallow Financial Services Ltd UpheldInsuranceDRN-3164993 The complaint Mr S complains that Marshmallow Financial Services Ltd trading as Marshmallow unfairly cancelled his car insurance policy. What happened Mr S bought car insurance online from Marshmallow on 19 June 2021. When he received the policy documents in the post, he contac... (2 pages)View decision -
Decision Reference DRN-3448152
6 May 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3448152 The complaint Mr M (through a representative) has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t complete proper affordability checks before approving his Safety Net facility. What happened Mr M approached SNC for a SafetyNet facility in Sept... (4 pages)View decision -
Decision Reference DRN-3414482
6 May 2022 Ageas Insurance Limited UpheldInsuranceDRN-3414482 The complaint Miss V complains Ageas Insurance Limited offered her an unfair settlement amount under her motor insurance policy when her car was written off. She says it should honour the offer it made originally and she accepted. What happened Miss V has a motor insurance poli... (4 pages)View decision -
Decision Reference DRN-3466239
6 May 2022 Allianz Global Corporate & Specialty SE UpheldInsuranceDRN-3466239 The complaint Mr T has complained about Allianz Global Corporate & Specialty SE’s (Allianz) decision to decline a claim he made on his Housing Warranty Insurance Policy. What happened I issued a provisional decision on this complaint in April 2022, explaining that I was int... (10 pages)View decision -
Decision Reference DRN-3432315
6 May 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3432315 The complaint Mrs S and Mr S complain about AA Underwriting Insurance Company Limited’s handling of a claim under their home insurance policy. What happened Mrs S and Mr S have a home insurance policy underwritten by AA Underwriting Insurance Company Limited (AA). This covers d... (4 pages)View decision -
Decision Reference DRN-3409608
6 May 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3409608 The complaint Mr G complains that HSBC UK Bank Plc misled him about whether a product fee was refundable. As a result he missed out on the preferential interest product he wanted. He asks for compensation and that HSBC improves its communication. What happened Mr G applied to H... (4 pages)View decision -
Decision Reference DRN-3426928
6 May 2022 Aviva Insurance Limited UpheldInsuranceDRN-3426928 The complaint Mrs T is unhappy that Aviva Insurance Limited wouldn’t deal with her subsidence claim under her home insurance policy. Mrs T is represented by her daughter Mrs W but for the purposes of this decision I’ll refer to Mrs T throughout. What happened Mrs T discovered c... (4 pages)View decision -
Decision Reference DRN-3418048
6 May 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3418048 The complaint Mr B says J D Williams & Company Limited (“J D Williams”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid on the accounts be refunded. What happened This complaint is about the catalogue shopping accounts provided... (3 pages)View decision -
Decision Reference DRN-3337672
6 May 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3337672 The complaint Miss C complains that MotoNovo Finance Limited irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In October 2016, Miss C acquired a used car financed by a hire purchase agreement from MotoNovo. Miss C paid a deposit of... (3 pages)View decision -
Decision Reference DRN-3419957
6 May 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3419957 The complaint Mrs W complains about how Admiral Insurance Company Limited handled her claim on her car insurance policy. What happened Mrs W had a car insurance policy with Admiral. Her husband, Mr W, was a named driver on the policy. In mid-2021 she made a claim after the wind... (2 pages)View decision
