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 121262 results
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Decision Reference DRN-3352140
6 Apr 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3352140 The complaint Mr and Ms R are unhappy a claim for damage caused by an escape of water has been declined under their home insurance by Accredited Insurance (Europe) Ltd (Accredited). What happened In January 2021 Mr and Ms R reported damage caused by an escape of water to Accred... (5 pages)View decision -
Decision Reference DRN-3420118
6 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3420118 The complaint Mr M has complained that Everyday Lending Limited (“Everyday Loans”) lent to him irresponsibly. What happened Mr M was given two loans by Everyday Loans. The details of these loans are given below: Loan Date taken Date repaid instalments amount Repayments 1 22/06/... (3 pages)View decision -
Decision Reference DRN-3369644
6 Apr 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3369644 The complaint Mrs A complains about the quality of a car she has been financing through an agreement with MotoNovo Finance Limited (“MotoNovo”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on ... (3 pages)View decision -
Decision Reference DRN-3362599
6 Apr 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3362599 The complaint Mr B and Mrs M complain that Domestic & General Insurance Plc (“D&G”) cancelled their boiler insurance without notifying them and refused to deal with a claim. What happened Mr B and Mrs M took out boiler insurance with D&G in September 2020. They say ... (3 pages)View decision -
Decision Reference DRN-3395308
6 Apr 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3395308 The complaint Miss J complains that Casualty & General Insurance Company (Europe) Ltd wants to remove public liability cover from her pet insurance policy before it will consider her claim. What happened Miss J arranged pet insurance for her new puppy. About a week later on... (3 pages)View decision -
Decision Reference DRN-3367363
6 Apr 2022 Brazier Consulting Services Ltd UpheldClaims ManagementDRN-3367363 The complaint Mr M complains about an invoice he has received from Brazier Consulting Services Ltd (“Brazier”) for work carried out on claims for mis-sold Payment Protection Insurance (PPI) and payday loans. What happened Mr M instructed Brazier to act on his behalf in relation... (4 pages)View decision -
Decision Reference DRN-3418841
6 Apr 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3418841 The complaint Mrs H is unhappy with the service she received from HSBC UK Bank Plc when she asked them for assistance during a period where she was struggling financially, including that HSBC ultimately defaulted her account. What happened In April 2020, Mrs H contacted HSBC an... (4 pages)View decision -
Decision Reference DRN-3295728
6 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3295728 The complaint S complained that they had some insurance policies unfairly cancelled by British Gas Insurance Limited (“British Gas”) because of a misunderstanding in relation to a claim under their home emergency policy. What happened British Gas’ contractor was unable to compl... (3 pages)View decision -
Decision Reference DRN-3412941
6 Apr 2022 U K Insurance Limited UpheldInsuranceDRN-3412941 The complaint S, a limited company, complains U K Insurance Limited (UKI) voided its tradesman’s insurance policy because it incorrectly described a past claim when taking out the policy. S is represented by one of its directors, Ms P. What happened S had insurance with a diffe... (3 pages)View decision -
Decision Reference DRN-3312711
6 Apr 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3312711 The complaint Ms L (through her representative, Mr S) has complained about Admiral Insurance Company Limited’s valuation of her car when she was involved in an accident – and about other costs she incurred as a result of storing the car. What happened In summer 2020, Ms L was i... (4 pages)View decision
