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 125299 results
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Decision Reference DRN-3744224
11 Oct 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3744224 The complaint Ms J has complained about Inter Partner Assistance SA (IPA). She isn’t happy about the way it dealt with a claim under her home emergency policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Ms J made ... (2 pages)View decision -
Decision Reference DRN-3429521
11 Oct 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3429521 Complaint Miss V is unhappy that Starling Bank Limited didn’t reimburse her after she fell victim to a scam. Background The background to this case is well known to the parties so I don’t intend to set it out in full. Miss V has an account with Starling. In July 2021, she recei... (4 pages)View decision -
Decision Reference DRN-3721321
11 Oct 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3721321 The complaint Mr B has complained about the market value Tesco Underwriting Limited paid to settle a total loss claim under his car insurance policy. What happened Mr B’s car was involved in an incident and as a result of the damage, Tesco made the decision to settle his claim ... (2 pages)View decision -
Decision Reference DRN-3698616
11 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3698616 The complaint Mr P complains that Royal & Sun Alliance Insurance Limited (RSA) has unfairly declined his claim for rent protection. Any reference to RSA includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so ... (4 pages)View decision -
Decision Reference DRN-3747296
11 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3747296 The complaint Miss W complains that Aviva Insurance Limited took too long to fix her boiler when she made a claim on her home emergency insurance. What happened Miss W had an Aviva home emergency insurance policy. In October 2020, she noticed a problem with her boiler – low boi... (3 pages)View decision -
Decision Reference DRN-3745961
11 Oct 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3745961 The complaint Mr A has complained about his property insurer AXA Insurance UK Plc regarding a claim he made to it when his home was damaged by subsidence. What happened Mr A noted damage in 2018 and made a claim to AXA. He was unhappy about the claim’s progress and plans for re... (9 pages)View decision -
Decision Reference DRN-3722706
11 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3722706 The complaint Mr M complained that British Gas Insurance Limited (“British Gas”) provided an unreasonably poor level of customer service under his home emergency policy. What happened Mr M had his gas switched off at the mains due to concerns with the levels of carbon monoxide ... (3 pages)View decision -
Decision Reference DRN-3747172
11 Oct 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3747172 The complaint Mr G complains that Liverpool Victoria Insurance Company Limited (LV) didn’t offer to complete repairs following water damage to his home, and its cash settlement offer was less than the repairs cost. What happened Mr G had buildings and contents insurance with LV... (4 pages)View decision -
Decision Reference DRN-3741384
11 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3741384 The complaint R, a limited company, complains about delays by HSBC UK Bank Plc with closing an account and transferring the funds. R is in voluntary liquidation. The complaint was brought to us by R’s ex-director and the liquidator. I’ll refer to them as R’s representatives. Wh... (2 pages)View decision -
Decision Reference DRN-3732955
11 Oct 2022 U K Insurance Limited UpheldInsuranceDRN-3732955 The complaint Miss E complains about how UK Insurance Limited, trading as Direct Line (“UKI”) handled her motor insurance claim. She says her car was returned to her twice, without repairs being completed adequately. References to UKI include its agents. What happened In Septem... (3 pages)View decision
