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 DRN8317563
23 Dec 2019 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs H complain that even though they called Legal & General Insurance Limited before their renewal date to check they had adequate cover, they were left underinsured. They are also unhappy with the way their claim was handled by Legal & General Insurance Limited. However, it... (5 pages)View decision -
Decision Reference DRN4880765
18 Feb 2020 Bank of Scotland Plc Not upheldInsurance (excluding PPI)Mr L and Miss S consider Bank of Scotland plc, trading as Halifax (“Halifax”) mis-sold them two home insurance policies. backgroundIn 2008, Mr L and Miss S took out a home insurance policy through Halifax. The policy provided buildings and contents cover. It also included legal expenses co... (3 pages)View decision -
Decision Reference DRN-3920137
7 Feb 2023 Ocaso SA, Compania de Seguros y Reaseguros Not upheldInsuranceDRN-3920137 The complaint Mrs P complains about how Ocaso SA, Compania de Seguros y Reaseguros (“Oscaso”) and its agents handled and settled her claim on her home insurance following a fire. Throughout the claim and complaint Mrs P has been represented by a third party. However for ease of... (3 pages)View decision -
Decision Reference DRN-5187832
4 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5187832 The complaint Mr M and Miss M complain about the settlement they received from Aviva Insurance Limited after they made a claim under their home insurance policy. Mr M and Miss M are joint policyholders, but most of the communication regarding the claim and complaint has been... (8 pages)View decision -
Decision Reference DRN8915823
8 Oct 2019 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs H complain that Lloyds Bank General Insurance Limited (“Lloyds”) sold them unsuitable buildings and contents insurance and that it overcharged them for it for a number of years. backgroundMr and Mrs H took out home insurance (building and contents) with Lloyds in January 2000. W... (3 pages)View decision -
Decision Reference DRN3069330
29 Jun 2015 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Mr and Mrs S complain they were mis-sold household insurance by St Andrew’s Insurance Plc (St Andrew’s). (The insurance was sold under the name of a high street bank. But St Andrews is responding to the complaint). They feel they have been charged too much for the ... (3 pages)View decision -
Decision Reference DRN-5125221
18 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5125221 The complaint Mr and Mrs A complain about the settlement proposed by AXA Insurance UK Plc (“AXA”) following a claim they made under their home insurance policy. Any reference to AXA in this decision includes its appointed agents and representatives. What happened Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN6515534
12 Mar 2015 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G’s buildings and contents insurance policy was voided (treated as though it had never existed) by Liverpool Victoria Insurance Company Limited (“LVIC”) because he failed to tell them about the true value of his contents. Mr G thinks LVIC should not have done this and that they should... (4 pages)View decision -
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 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
