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 368 results
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Decision Reference DRN3837188
26 Jun 2019 J M Glendinning (Insurance Brokers) Limited Not upheldInsurance (excluding PPI)Mr H and Ms B complain J M Glendinning (Insurance Brokers) Limited (JMG) mis-sold them commercial property insurance.Mr H and Ms B were represented by various individuals when arranging insurance and during this complaint process. For ease of understanding I’ve referred... (5 pages)View decision -
Decision Reference DRN-4611741
27 Sep 2024 Millennium Insurance Brokers Ltd UpheldInsuranceDRN-4611741 The complaint Mrs J complains about the information Millennium Insurance Brokers Ltd trading as Simple Landlords provided on the sale and renewal of her commercial property insurance, which led to her being underinsured. What happened Mrs J has a property which is rented to ... (3 pages)View decision -
Decision Reference DRN8217118
5 Jan 2016 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)C, a commercial business, is represented by Mr L and others (I will refer to them as Mr L for simplicity). Mr L complained because The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) reduced the settlement on C’s insurance claim.backgroundC has been... (3 pages)View decision -
Decision Reference DRN7714582
10 Apr 2018 Barclays Bank Plc Not upheldBanking and creditS, a limited company, complains that a valuer appointed by Barclays Bank Plc made errors which resulted in its property being underinsured. S is represented by its director, who I’ll refer to as Mr T. S asks for compensation.backgroundS took out a secured loan with Ba... (2 pages)View decision -
Decision Reference DRN2330272
29 Apr 2020 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr and Mrs S are unhappy with the way that their home insurance claim for theft following a burglary was handled by Society of Lloyd’s and with the settlement paid to them.backgroundIn October 2017 Mr and Mrs S suffered a burglary of their home. A large amount of jewellery was stolen as we... (3 pages)View decision -
Decision Reference DRN-3985644
3 May 2023 Society of Lloyd's UpheldInsuranceDRN-3985644 The complaint Mr K complains that Society of Lloyd's offered an unfair settlement following a claim on his property insurance policy for storm damage. What happened Mr K had property insurance with Society of Lloyd’s for a property he owns and rents out, which he took out ... (4 pages)View decision -
Decision Reference DRN-5277395
22 Jan 2025 Lloyd and Whyte (Financial Services) Limited UpheldInsuranceDRN-5277395 The complaint Mr and Mrs P are unhappy with the way Lloyd and Whyte (Financial Services) Limited sold and renewed their home insurance policy. What happened Mr and Mrs P took out a home insurance policy through a broker in 2012 and renewed it with them each year up to 2022. ... (4 pages)View decision -
Decision Reference DRN-5455945
22 Apr 2025 One Call Insurance Services Limited Not upheldInsuranceDRN-5455945 The complaint Mr T complains that One Call Insurance Limited (“One Call”) is responsible for his property being underinsured, which affected a claim settlement under his home buildings insurance policy. What happened Mr T’s house was damaged by a fire. His claim was accepted... (3 pages)View decision -
Decision Reference DRN-2696167
18 Mar 2021 Bank of Scotland Plc Not upheldInvestmentsDRN-2696167 The complaint Mr and Mrs T are complaining about the mis-sale of a total mortgage protection plan (TMPP) by Bank of Scotland plc trading as Halifax. What happened In 2002, Mr and Mrs T went into a Halifax branch to apply for a mortgage. They say they were told they’d need to ta... (4 pages)View decision -
Decision Reference DRN4984096
14 Jul 2017 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr and Mrs M are unhappy that the claim made on their home insurance policy bought through Swinton Group Limited was reduced because they were underinsured.backgroundMr and Mrs M took out a home insurance policy with a third party insurer (“the insurer”) via Swinton... (4 pages)View decision
