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 4269 results
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Decision Reference DRN8341007
30 Nov 2016 Premier Insurance Consultants Limited Not upheldInsurance (excluding PPI)Mr H has complained about Premier Insurance Consultants Limited. He isn’t happy about the charges applied to his car insurance policy.backgroundMr H took an insurance policy on line for his new car. As he didn’t know the full details of his car he only entered some of... (2 pages)View decision -
Decision Reference DRN-1467175
5 Mar 2020 Kindertons Ltd UpheldClaims ManagementDRN-1467175 The complaintMiss P is unhappy about the way Kindertons have handled her claim for accident damage to her car. What happenedIn early September 2019, Miss P was involved in a road traffic accident. She said as she was turning right to join a queue of traffic, the car in front re... (3 pages)View decision -
Decision Reference DRN9335913
11 Mar 2020 The Society of Lloyd's Not upheldInsurance (excluding PPI)P, a firm of loss adjusters, acts for Mr N. He is unhappy that Society of Lloyd’s won’t pay his claim under his landlord unoccupied property policy in respect of an escape of water in the insured property, which consists of a block of flats.backgroundIn 2015 Mr N took out an unoccupied pol... (2 pages)View decision -
Decision Reference DRN-4472650
23 Nov 2023 Got You Covered Limited UpheldInsuranceDRN-4472650 The complaint Mr S has complained about Got You Covered Limited’s (GYCL) error when setting up his car insurance policy and the impact this had on him. What happened When GYLC’s agent set up Mr S’s car insurance policy (on or just before 20 February 2023) he made an error. He p... (5 pages)View decision -
Decision Reference DRN1371715
29 Dec 2015 Moneysupermarket.com Financial Group Limited Not upheldInsurance (excluding PPI)Miss R complains that when she bought a motor insurance policy through Moneysupermarket.com Financial Group Limited, her private number plate was changed to her car’s original number plate on her policy documents. She wants it to change its systems and reimburse her ca... (2 pages)View decision -
Decision Reference DRN4707619
30 Jul 2013 HSBC Bank plc UpheldBanking and creditMr A complains that HSBC Bank plc (“HSBC”) should not have closed his account and then, unbeknown to him, shared information with other banks, through CIFAS, which meant he could not open accounts elsewhere. our initial conclusionsThe adjudicator recommended that the complaint be up... (2 pages)View decision -
Decision Reference DRN1898267
5 Sep 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr J does not believe that UK Insurance Limited has given him the right amount of no claims discount (NCD) on motor insurance policies.backgroundMr J has told us that he is concerned about his NCD entitlement in relation to two specific vehicles he owned – I’ll refer to these as vehicles... (1 page)View decision -
Decision Reference DRN8320829
1 Nov 2018 One Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains about how One Insurance Limited handled a claim against his motorinsurance policy.backgroundMr W is the policyholder and Mrs W is the named driver. In December 2016, Mr W made aclaim against his motor insurance policy in relation to an accident that Mr an... (3 pages)View decision -
Decision Reference DRN-3267302
20 Jan 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3267302 The complaint Mr S complains about AXA Insurance UK Plc (trading as Swiftcover)’s handling of his motor insurance claim. All references to AXA also include its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN6315228
11 Mar 2016 Barclays Bank Plc UpheldBanking and creditMiss B says the default date Barclays Bank PLC (trading as Barclaycard) registered on her account is wrong, and must be amended.backgroundBarclaycard sent Miss B a default notice in March 2008. She didn’t comply with the terms of the notice and understood her account ... (2 pages)View decision
