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 4310 results
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Decision Reference DRN3384608
20 Mar 2017 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr K has complained that Allianz Insurance Plc didn’t do enough to investigate when he was involved in an accident which he says wasn’t his fault. Mr K says this led to him paying for the repairs himself rather than making a claim on his motor insurance policy.bac... (2 pages)View decision -
Decision Reference DRN6213591
11 Apr 2019 NRAM Limited Not upheldPayment protection insurance (PPI)This complaint is about a regular premium payment protection insurance (PPI) policy taken out alongside a secured loan in 2006. Mr and Mrs B say NRAM Plc mis-sold them the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is ... (2 pages)View decision -
Decision Reference DRN4339236
3 Dec 2015 Platform Home Loans Ltd Not upheldBanking and creditMr N complains that Platform Home Loans Ltd (“Platform”) unfairly has charged him a fee and claimed it from his mortgage. He wants the fee refunded, together with interest.backgroundMr N mortgaged his property with Platform. His property needed to be split into two titles... (2 pages)View decision -
Decision Reference DRN-3705641
19 Oct 2022 esure Insurance Limited UpheldInsuranceDRN-3705641 The complaint Ms C complained about esure Insurance Limited’s handling of her claim under her motor insurance policy. What happened Ms C’s car was parked when it was hit by a stolen car. esure decided that it was uneconomical to repair and paid Ms C its market value. But they i... (2 pages)View decision -
Decision Reference DRN8916704
30 May 2018 AXA PPP Healthcare Limited Not upheldInsurance (excluding PPI)Ms C complains that AXA PPP Healthcare Limited won’t meet the costs of tests recommended by her consultant.backgroundMs C has a group private health care plan with AXA. In 2016 Ms C’s gastroenterologist referred her to a neurovascular consultant (who I’ll refer to as “... (2 pages)View decision -
Decision Reference DRN6413977
9 Jul 2015 Kensington Mortgage Company Limited Not upheldBanking and creditUnder the rules of the Financial Ombudsman Service, I am required to ask Miss L either to accept or reject my decision before date 10 August 2015. Simon Pugh ombudsman at the Financial Ombudsman ServicecomplaintMiss L complains that she has asked Kensington Mortgage Company Limite... (2 pages)View decision -
Decision Reference DRN3263923
10 Dec 2019 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C has complained about Calpe Insurance Company Limited’s handling of a claim against his motor insurance policy.Reference to Calpe includes its agents.backgroundMr C’s wife, who is a named driver on his policy, bumped their car into another car when leaving a parking space (the accident... (2 pages)View decision -
Decision Reference DRN-2864136
29 Jun 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2864136 The complaint A company, which I’ll refer to as B, complains that Aviva Insurance Limited incorrectly dealt with a claim that was made against its mini fleet insurance policy. Mr M, who is a director of B, brings the complaint on B’s behalf. What happened The facts of the case... (2 pages)View decision -
Decision Reference DRN2574732
7 Mar 2018 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mrs L complains that Tesco Underwriting Limited cancelled her motor insurance policy from the start (voided it) because it said she wasn’t the car’s registered owner and keeper. Mrs L is represented in this matter by her husband, Mr L. backgroundMrs L’s son took out... (2 pages)View decision -
Decision Reference DRN-3904623
6 Feb 2023 Motorplus Limited UpheldInsuranceDRN-3904623 The complaint Mr C complains that Motorplus Limited didn’t log his claim on his motor insurance policy. He wants it to pay for his car repair. What happened Mr C called his insurer’s claims handler, Motorplus, to notify it of a damaged wingmirror on his car as required by his p... (2 pages)View decision
