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 4282 results
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Decision Reference DRN1719371
29 Jan 2020 One Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs L have complained about One Insurance Limited’s handling of their car insurance policy.Reference to One Insurance includes their agents.backgroundMr and Mrs T had their car insurance policy with One Insurance. Mrs T was the policyholder and Mr T was a named driver. Their son was... (4 pages)View decision -
Decision Reference DRN4303340
20 Sep 2017 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Miss C is unhappy because AXA Insurance UK Plc won’t apply the ‘Uninsured Driver Promise’ to a recent claim.All references to AXA include its claims handlers. backgroundMiss C had an accident while reversing out of a parking space. After investigation by AXA it was ... (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 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 DRN0682463
10 Oct 2013 Nationwide Building Society UpheldBanking and creditMr B complains about charges applied by Nationwide Building Society to his account.our initial conclusionsIn November 2006 Nationwide charged a fee for a returned unpaid direct debit and this took Mr B into an unauthorised overdraft. There was no further activity on the account a... (2 pages)View decision -
Decision Reference DRN2216622
29 Feb 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr D’s complaint is about the registration by Royal & Sun Alliance Insurance Plc of a claim under his Let Property Policy. backgroundMr D called RSA’s agent because he didn’t have a copy of his policy and wanted to understand whether he could make a claim for... (2 pages)View decision -
Decision Reference DRN4614628
2 Dec 2014 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr G complains that the valuation of and offer for his vehicle by AXA Insurance UK Plc under his motor insurance policy is too low. backgroundMr G had a motor insurance policy with AXA. He was involved in an accident and his car was deemed uneconomical to repair. AXA has offered to pay £... (2 pages)View decision -
Decision Reference DRN-1913501
19 Sep 2020 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-1913501The complaint What happened In April 2016 Mr O entered into a Hire Purchase Agreement for 36 months. I gather the contract end date was 29 April 2019, but the car was returned in July 2019. Subsequently MBFS charged Mr O a daily rental sum of £15.82 a day which totals £1138.32. ... (2 pages)View decision -
Decision Reference DRN8289160
28 May 2015 Hastings Insurance Services Ltd Not upheldInsurance (excluding PPI)Miss K has complained that Hastings Insurance Services Ltd won’t refund any of the money she paid for car insurance even though her policy was cancelled from when it started.backgroundOn 30 October 2013 a policy was applied for online and paid for using Miss K’s c... (2 pages)View decision
