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 4245 results
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Decision Reference DRN-3291828
11 Oct 2022 AEGON Investment Solutions Ltd Not upheldInvestmentsDRN-3291828 The complaint Mr and Mrs C complain about the service received from AEGON Investment Solutions Ltd trading as Aegon, referred to as “the business” or “Aegon”. In short, Mr C says he and Mrs C are unhappy about the following: Aegon makes a profit no matter what happens with the... (7 pages)View decision -
Decision Reference DRN3058122
9 Jul 2013 Aviva Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs A complain about Aviva Insurance Limited’s refusal to indemnify their legal costs in relation to a legal claim against the developer who built their property and their neighbour in respect of the incorrect positioning of a boundary fence between their prop... (4 pages)View decision -
Decision Reference DRN1884106
29 Jan 2018 Zenith Insurance plc Not upheldInsurance (excluding PPI)Miss U is unhappy that Zenith Insurance plc voided her policy after she couldn’t validate her address.backgroundMiss U took out car insurance with Zenith in August 2015. At this time she listed her address and the risk address for the car as her brother’s home. In... (3 pages)View decision -
Decision Reference DRN-4332067
8 Dec 2023 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-4332067 The complaint Mr U has complained that Watford Insurance Company Europe Limited avoided (treated it as if it never existed) his motor insurance policy, refused to pay his claim and wants to recover its outlay from him. What happened Mr U took out a motor insurance policy with W... (3 pages)View decision -
Decision Reference DRN-4834391
25 Sep 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4834391 The complaint Mr H complains that Highway Insurance Company Limited declined his claim and avoided his motor insurance policy. What happened Mr H bought a new campervan from a campervan conversion company, who had converted the van into a campervan before Mr H purchased it. ... (3 pages)View decision -
Decision Reference DRN1213698
5 Apr 2016 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mr M’s complaint is about a number of motor insurance policies he took out through Be Wiser Insurance Services Ltd.backgroundI set the background out in a provisional decision that I sent in March as follows;Mr M bought four policies over a number of months. The crux ... (3 pages)View decision -
Decision Reference DRN4843859
18 Feb 2019 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr S has complained on behalf of company S about the way Covea Insurance plc dealt with a claim he made on S’s motor trade insurance policy after one of its vehicles was damaged. backgroundMr S took out a motor trade policy through a broker. In July 2018 the car... (3 pages)View decision -
Decision Reference DRN8146882
30 May 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr W’s complained about the way Royal & Sun Alliance Insurance Plc (RSA) dealt with his motor insurance claim.backgroundIn July 2016 Mr W’s car was hit while parked and unattended. A witness let him know someone had pulled out of a driveway opposite and hit ... (3 pages)View decision -
Decision Reference DRN2685422
3 Jul 2018 BMW Financial Services (GB) Limited UpheldBanking and creditMr T complains about BMW Financial Services (GB) Limited’s (BMW) refusal to pay for repairs of a car provided to him under a hire purchase agreement. He believes the faults he paid to repair were present at the point of sale, and therefore he should be reimbursed. b... (3 pages)View decision -
Decision Reference DRN-4657379
20 Mar 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4657379 The complaint Mr D complains about the way Zurich Insurance PLC has handled a claim under his motor insurance policy. What happened In July 2022, Mr D’s vehicle was damaged, so he made a claim under his motor insurance policy. Zurich accepted the claim, and in August 2022 the v... (4 pages)View decision
