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 1466 results
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Decision Reference DRN-5114118
30 Oct 2024 National House-Building Council Not upheldInsuranceDRN-5114118 The complaint Mr and Mrs P complain about National House-Building Council’s (‘NHBC’s’) handling of a claim made under their Solo for Self Build cover. What happened Mr and Mrs P hold a Solo for Self Build policy with NHBC. A claim was accepted by NHBC under the policy, and ... (3 pages)View decision -
Decision Reference DRN3780575
12 Dec 2013 Clydesdale Financial Services Limited Not upheldBanking and creditMr R complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, is pursuing him to repay a loan for a training course that he was unable to start. As this was the fault of the training provider selected, he says the bank is in breach of contract and should... (2 pages)View decision -
Decision Reference DRN2543463
7 Mar 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that U K Insurance Limited should pay the balance of his claim on a travel insurance policy.backgroundMr H pays a monthly fee to his bank. This gives him certain benefits including travel insurance underwritten by UKI. Mr H reported the theft of his wa... (2 pages)View decision -
Decision Reference DRN-3990997
23 Mar 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3990997 The complaint Mr and Mrs W have complained about their home insurer Lloyds Bank General Insurance Limited in respect of a claim they made when an oil leak contaminated their home. What happened There was a leak in 2018 and a claim was made in November. By March 2019 Mr and Mrs ... (13 pages)View decision -
Decision Reference DRN6272235
14 Jun 2018 UIA (Insurance) Limited Not upheldInsurance (excluding PPI)Mr C complains that UIA (Insurance) Limited has backtracked on its offer to compensate him for damaged kitchen floor tiles following his flood claim.backgroundMr C claimed to UIA after an escape of water at his home caused damage. His claim has been dealt with other ... (2 pages)View decision -
Decision Reference DRN-2394660
2 Mar 2021 Yorkshire Building Society Not upheldMortgagesDRN-2394660 The complaint Mrs D complains that Yorkshire Building Society trading as Chelsea Building Society allowed her former partner to take a payment deferral on their joint mortgage without her agreement. What happened Mrs D and her former partner have a joint mortgage with Chelsea. ... (4 pages)View decision -
Decision Reference DRN2096650
8 Nov 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that British Gas Insurance Limited (“BGI”) wouldn’t pay for a replacement central heating boiler after he called on BGI under his home emergency insurance policy, its engineer damaged his existing boiler, and it couldn’t be repaired.backgroundI issued a provisional decision ... (4 pages)View decision -
Decision Reference DRN-4414775
23 Feb 2024 West Bay Insurance Plc UpheldInsuranceDRN-4414775 The complaint Mrs G complains that West Bay Insurance Plc (West Bay) refused to pay a claim on her motor insurance when her vehicle was stolen. References to West Bay include other individuals and organisations acting on its behalf. What happened Mrs G had a motorhome insured w... (4 pages)View decision -
Decision Reference DRN2198306
24 Nov 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr F complains that Aviva Insurance Limited is responsible for poor service under his home emergency insurance.backgroundMr F had home emergency insurance branded with the name of a home assistance company and underwritten by Aviva. He called for help with a leak of wa... (2 pages)View decision -
Decision Reference DRN-1413024
27 Jan 2021 Great Lakes Insurance SE UpheldInsuranceDRN-1413024 The complaint Mr P has complained about two claims which Great Lakes Insurance SE declined under his Home Emergency policy which he holds jointly with Mrs P. All reference to the insurer, Great Lakes include its agents. What happened In March 2019 Mr P reported a leak in his ha... (4 pages)View decision