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 4196 results
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Decision Reference DRN6334767
11 Jan 2016 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr J isn’t happy with the way AXA Insurance UK Plc dealt with a claim he made on his motor insurance policy.background The driver of a car with a foreign registration plate reversed it into Mr J’s car in June 2014. He then drove off. AXA contacted the Motor In... (2 pages)View decision -
Decision Reference DRN-4118957
22 Jun 2023 Black Horse Limited Not upheldConsumer CreditDRN-4118957 The complaint Mr C complains that Black Horse Limited (Black Horse) delayed selling his car under a voluntary termination (VT) agreement. He would like a refund of the money achieved from the sale of his car, adverse information removed from his credit file and compensation fo... (2 pages)View decision -
Decision Reference DRN-2653179
9 Sep 2021 The Co-operative Bank Plc Not upheldMortgagesDRN-2653179 The complaint Ms K and Mr M complain about delays when the re-mortgaged with The Co-operative Bank Plc trading as Platform. They ask for compensation for the additional interest they paid. What happened Ms K and Mr M’s re-mortgage was due to complete on 1 April 2020. Completion... (3 pages)View decision -
Decision Reference DRN2593093
30 Apr 2019 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr R complains about the level of cover provided by Allianz Insurance Plc (Allianz).backgroundMr R held a warranty policy with Allianz. After his vehicle had reached 100,000 miles on the clock the level of cover reduced to exclude claims relating to wear and tear. Mr ... (2 pages)View decision -
Decision Reference DRN4348512
31 Mar 2020 Skyfire Insurance Company Limited Not upheldInsurance (excluding PPI)Ms D has complained about Skyfire Insurance Company Limited’s service following a claim being made against her motor insurance policy.Reference to Skyfire includes its agents.backgroundIn October 2018 Skyfire emailed Ms D to say that another insurer had told it Ms D had been at fault for a... (2 pages)View decision -
Decision Reference DRN3597727
6 Nov 2015 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr and Mrs T have complained that Covea Insurance plc didn’t provide the right type of replacement vehicle under their motor and driver’s legal protection policy.backgroundMr T was involved in an accident in October 2014, which he reported to his broker. That broker’s... (2 pages)View decision -
Decision Reference DRN-2961538
9 Aug 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2961538 The complaint Mrs V complains that Nationwide Building Society has failed to comply with her instructions as set out in a Lasting Power of Attorney (LPA). Mrs V has appointed two attorneys jointly to manage her affairs. The attorneys are represented by a firm of solicitors. In ... (10 pages)View decision -
Decision Reference DRN-4237886
20 Jul 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4237886 The complaint Mr B and Ms M are unhappy that Inter Partner Assistance SA declined a claim on their travel insurance policy and with the service they received. What happened The background to this complaint is set out in my provisional decision which I issued in June 2023. It sa... (9 pages)View decision -
Decision Reference DRN-4765268
3 May 2024 Scottish Widows Limited UpheldMortgagesDRN-4765268 The complaint Ms C complains about the offset mortgage she holds with Scottish Widows Limited (“SW”). She said SW got her address wrong, so she didn’t get any warning before a large payment was taken. She also thought the way her offset works is unfair, and not properly explain... (8 pages)View decision -
Decision Reference DRN-2640778
9 Mar 2021 The New India Assurance Company Limited UpheldInsuranceDRN-2640778 The complaint Mr O complains about how The New India Assurance Company Limited (New India) handled his car insurance claim following the involvement of his car in an accident. He’s also unhappy with the amount they paid out when his car was deemed a total loss. References to Ne... (7 pages)View decision
