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 125400 results
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Decision Reference DRN-5150485
15 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5150485 The complaint Ms K complains about Marshmallow Insurance Limited (“Marshmallow”) declining a claim she made on her car insurance policy and cancelling her policy. What happened Ms K held car insurance underwritten by Marshmallow. Her policy started in June 2023. In January... (3 pages)View decision -
Decision Reference DRN-5001809
15 Nov 2024 Premier Insurance Company Limited UpheldInsuranceDRN-5001809 The complaint Mr D and Mrs D are unhappy with the way Premier Insurance Company Limited (Premier) have handled the claim they made on their motor insurance policy. This complaint has been bought by both Mr D and Mrs D, however as Mrs D is the policyholder, and for ease, I ha... (3 pages)View decision -
Decision Reference DRN-5036502
15 Nov 2024 HDI Global Specialty SE UpheldInsuranceDRN-5036502 The complaint Mr M has complained that HDI Global Specialty SE (HDI) unfairly declined a claim under a home insurance policy. References to HDI include companies acting on its behalf. What happened Mr M contacted HDI to make a claim for an escape of water. HDI investigated... (3 pages)View decision -
Decision Reference DRN-5019390
15 Nov 2024 Honda Finance Europe Plc UpheldConsumer CreditDRN-5019390 The complaint Mrs O complains about the quality of a new car that was supplied through a hire purchase agreement with Honda Finance Europe Plc (Honda). What happened In April 2022, Mrs O acquired a new car through a hire purchase agreement with Honda. The cash price of the c... (4 pages)View decision -
Decision Reference DRN-4981724
15 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4981724 The complaint Mr T is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr T say... (10 pages)View decision -
Decision Reference DRN-5137021
15 Nov 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5137021 The complaint Miss A complains that Watford Insurance Company Europe Limited (“Watford”) cancelled her car insurance policy due to fraud. References to Watford include its agents. What happened In September 2023 Miss A took out a car insurance policy underwritten by Watfor... (4 pages)View decision -
Decision Reference DRN-5026835
15 Nov 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5026835 The complaint Two businesses B1 and B2 complain about how Arthur J. Gallagher Insurance Brokers Limited (“AJG”) have administered a New Homes building warranty policy. Mr C, a director of both businesses, brings the complaint on their behalf. For ease, I will refer to Mr C t... (2 pages)View decision -
Decision Reference DRN-5147453
15 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5147453 The complaint Mr M has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mr M has been repre... (4 pages)View decision -
Decision Reference DRN-5145757
15 Nov 2024 Trinity Lane Insurance Company Limited UpheldInsuranceDRN-5145757 The complaint Mr D complains about how Trinity Lane Insurance Company Limited (“Trinity Lane”) dealt with a claim he made under a motorbike breakdown insurance policy. All references to Trinity Lane are intended to include the actions of any agents working on its behalf. Wha... (3 pages)View decision -
Decision Reference DRN-5097171
15 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5097171 The complaint Mrs S and Mr S complain about how Accredited Insurance (Europe) Ltd (Accredited) handled a claim under their home insurance policy for water damage to their property. References to Accredited include their agents who administer the policy and assess claims. T... (5 pages)View decision
