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 371 results
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Decision Reference DRN5767586
25 Sep 2013 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs E complained about the amount UK Insurance Limited (“UKI”) had increased the sum insured on their buildings insurance by over the years. They felt this led to them paying a higher premium than they needed to.backgroundI issued a provisional decision which outlined the backgrou... (4 pages)View decision -
Decision Reference DRN4047188
22 Jul 2020 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs K, on behalf of the estate of the late Mr K, is unhappy with the increases in premiums on Mr K’s home insurance with Royal & Sun Alliance Insurance Plc (RSA).background Mr K’s insurance policy with RSA started a very long time ago and covered a Grade II listed building. In 2006, Mr... (3 pages)View decision -
Decision Reference DRN-3594299
16 Nov 2022 Tacklewild Limited Not upheldInvestmentsDRN-3594299 The complaint Mrs A complains that Tacklewild Limited (trading as Tacklewild Financial Services) failed to set up life assurance, that was for mortgage protection purposes, for her and her husband (Mr A) in an appropriate timescale. Because of this, the insurer declined a claim... (5 pages)View decision -
Decision Reference DRN0178584
24 Jan 2019 JPMorgan Chase Bank, N.A. Not upheldBanking and creditMr and Mrs L complain that JPMorgan Chase Bank, N.A. (JPMorgan):-applied excessive fees and charges to their mortgage account between 2008 and 2016;-these charges have inflated the amount that they now owe on their mortgage and have been used to justify taking legal ... (4 pages)View decision -
Decision Reference DRN6291330
31 Oct 2013 Hiscox Underwriting Limited Not upheldInsurance (excluding PPI)Mr L has complained about Hiscox Underwriting Limited’s decision to decline his contents claim.backgroundMr L made a claim to Hiscox under the contents cover of his home insurance policy. The claim related to the contents of Mr L’s property in France, which had been in storage followi... (3 pages)View decision -
Decision Reference DRN6177964
15 Apr 2016 Leek United Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs L complain that Leek United Building Society (“LUBS”) mis-sold them payment protection insurance (“PPI”) with their mortgage.backgroundMr and Mrs L applied for a LUBS mortgage in July 1997 using a mortgage broker. A couple of weeks later they applied for PPI... (3 pages)View decision -
Decision Reference DRN-4451938
9 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4451938 The complaint C, a company, complains about the sale of their facility insurance policy by Aviva Insurance Limited and the settlement paid under a claim. Any reference to Aviva includes the actions of its agents. C is represented by Mr and Mrs C. What happened In January 2020, ... (3 pages)View decision -
Decision Reference DRN4969490
6 Mar 2017 Towergate Underwriting Group Limited Not upheldInsurance (excluding PPI)Mr P is unhappy about his fire claim not being settled by his broker Towergate Underwriting Group Limited.backgroundMr P had a fire at his site and he claimed from his insurance company. After inspecting the damage the insurer declined to deal with the claim due to t... (4 pages)View decision -
Decision Reference DRN9431379
7 Mar 2019 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Ms S has complained about her home insurer Tesco Underwriting Limited in relation to a claim she made following a fire at her home. She blames Tesco for additional damage and the prolonged time it took for her claim to be resolved.backgroundMs S had left her hom... (3 pages)View decision -
Decision Reference DRN8244892
13 Feb 2018 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Mr S, who is a commercial property developer, has complained about The National Farmers’ Union Mutual Insurance Society Limited (NFU). He believes it set the value his let property was to be insured for and is responsible for the property being under-insured. He a... (6 pages)View decision
