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 381 results
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Decision Reference DRN-2534354
25 Jan 2021 Home and Travel Limited Not upheldInsuranceDRN-2534354 The complaint Mr P is unhappy Home and Travel Limited (“H&T”) failed to pass on important information to his buildings insurer which he says resulted in it declining a claim. What happened I issued a provisional decision on this complaint on 8 January 2021, an extract of wh... (3 pages)View decision -
Decision Reference DRN2361541
8 Jun 2017 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mrs A is unhappy Royal & Sun Alliance Insurance Plc (RSA) cancelled her buildings and contents insurance policy without letting her know. She is represented by her son Mr A. backgroundMrs A has had a number of issues with RSA and her buildings and contents policy... (2 pages)View decision -
Decision Reference DRN-4036812
24 May 2023 John Henshall Ltd Not upheldInsuranceDRN-4036812 The complaint The estate of Mr D complains about the service John Henshall Ltd provided when it sold a buildings insurance policy. Mr D and Mrs P have brought the complaint on behalf of the estate of Mr D. For ease I shall refer to them below. What happened The details of this ... (2 pages)View decision -
Decision Reference DRN2245386
21 Aug 2015 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mrs A has complained that Aviva Insurance Limited didn’t accurately calculate how much it would cost to rebuild her property for her buildings insurance policy. backgroundIn 1998 Mrs A took out buildings insurance with a company which later became part of the same group ... (3 pages)View decision -
Decision Reference DRN7499311
18 Dec 2017 Barclays Bank Plc Not upheldInvestment and pensionsMr and Mrs H complain that they were told by Barclays Bank Plc they had to take out a life assurance policy to cover their mortgage. They say they did not need this policy as Mr H had sufficient cover through his employer. They have also said that the policy did not ... (3 pages)View decision -
Decision Reference DRN-3625394
24 Aug 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3625394 The complaint Mrs P has complained about the administration of a new policy she bought with the insurer Royal & Sun Alliance Insurance Limited (RSA) which she owns jointly with Mr P. What happened In October 2021 Mrs P called RSA to raise a complaint about the way a claim t... (4 pages)View decision -
Decision Reference DRN3577212
27 Oct 2015 Prestige Insurance Management Limited Not upheldInsurance (excluding PPI)Ms S complains that her retail buildings and contents policy was mis-sold by Prestige Insurance Management Limited.backgroundIn July 2012 Ms S took out a retail buildings and contents insurance policy following an advised sale by her broker Prestige. In November 2012, ... (2 pages)View decision -
Decision Reference DRN-3054408
15 Oct 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3054408 The complaint A is a limited company. A complains that Royal & Sun Alliance Insurance Plc (RSA) hasn’t offered a fair amount to settle a claim on its commercial insurance policy. A is represented by one if its directors, Mrs A. What happened The insured commercial unit was ... (3 pages)View decision -
Decision Reference DRN7557009
23 Jan 2015 Bluefin Insurance Services Limited Not upheldInsurance (excluding PPI)Under the rules of the Financial Ombudsman Service, I am required to ask Mr and Mrs A either to accept or reject my decision before 23 February 2015. Helene Pantelli ombudsman at the Financial Ombudsman ServicecomplaintMrs and Mr A complain that Bluefin Insurance Services Ltd m... (2 pages)View decision -
Decision Reference DRN-4109013
10 May 2023 Avantia Insurance Limited UpheldInsuranceDRN-4109013 The complaint Mr C is unhappy with the way Avantia Insurance Limited sold and renewed his home insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr C took out home insurance through Avantia in 2019. It was... (4 pages)View decision
