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 4257 results
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Decision Reference DRN5335876
3 May 2013 Zurich Insurance PLC UpheldInsurance (excluding PPI)Mr W complains that Zurich Insurance Plc (“Zurich”) rejected a claim against his motor insurance policy for the theft of his vehicle, and took over two years to make this decision. Mr W has a representative assisting him in this complaint. backgroundIn early 2010, Mr W reported the theft ... (4 pages)View decision -
Decision Reference DRN3227458
10 May 2018 Allianz Insurance Plc UpheldInsurance (excluding PPI)Company A complains that Allianz Insurance Plc (“Allianz”) won’t pay in full a claim it made under its commercial motor insurance policy when, following a break in at its premises, one van was stolen and another was damaged. It’s represented in bringing this complain... (4 pages)View decision -
Decision Reference DRN-5154200
4 Dec 2024 One Insurance Limited UpheldInsuranceDRN-5154200 The complaint Mr G complains that One Insurance Limited (“One”) mishandled his claim on a motor insurance policy. What happened The subject matter of Mr G’s claim and complaint is a car, made by a premium-brand car maker with a large petrol engine and first registered in 20... (5 pages)View decision -
Decision Reference DRN-4291326
9 Aug 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4291326 The complaint A has complained that Watford Insurance Company Limited avoided a commercial vehicle insurance policy it took out to cover one of its vehicles and rejected a claim for damage to the vehicle because of this. A is represented by a director of A, who I’ll refer to a... (3 pages)View decision -
Decision Reference DRN-4454509
27 Nov 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4454509 The complaint In 2016, Mr R held a current account with HSBC Bank Plc. Someone (a cold caller) rang him and told him about an opportunity to invest in a property company which would give him good returns. Mr R subsequently invested £30,000 in the property company. He paid the m... (3 pages)View decision -
Decision Reference DRN4869503
3 Sep 2019 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr J complains that Liverpool Victoria Insurance Company Limited (“LV”) unfairly settled a claim against his motor insurance policy and provided poor service in its claims-handling. backgroundLV told Mr J in December 2017 that another insurer had contacted it about an accident in which he ... (3 pages)View decision -
Decision Reference DRN-3552823
24 Jun 2022 AWP P&C SA Not upheldInsuranceDRN-3552823 The complaint Mr P complains that AWP P&C SA (AWP) has declined a claim on his motor warranty insurance policy. What happened Mr P’s vehicle was taken in for a repair and the garage recommended that the rear drive shafts needed replacing. M... (4 pages)View decision -
Decision Reference DRN6128739
9 May 2018 Saga Services Limited Not upheldInsurance (excluding PPI)Mr D complains that Saga Services Limited wrongly cancelled his motor insurance policy and about a refund of premium he received. background Mr D took his car to Spain. As he intended to keep the car with him in Spain longer term he thought he should register it in ... (3 pages)View decision -
Decision Reference DRN-5022047
17 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5022047 The complaint Mr L complains that National Westminster Bank Plc (‘NatWest’) won’t refund money he says was lost after falling victim to a scam. What happened In May 2022, Mr L made payments to purchase a holiday lodge, which would be let out on his behalf. Mr L purchased th... (4 pages)View decision -
Decision Reference DRN-1671928
12 Jun 2020 AXA Insurance UK Plc UpheldInsuranceDRN-1671928 The complaintMrs S complains on behalf of her husband, Mr S, that AXA Insurance UK Plc settled his car insurance claim on a full fault basis and that there were delays in settling the claim. What happenedMr S had a car insurance policy with AXA. His car was parked on the side o... (4 pages)View decision
