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 366874 results
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Decision Reference DRN-5134080
8 Nov 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5134080 The complaint Mr F has complained that Amtrust Europe Limited declined a claim he made under his new home insurance policy. Reference to Amtrust includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: ... (4 pages)View decision -
Decision Reference DRN-5058043
8 Nov 2024 CROWD PROPERTY LIMITED Not upheldInvestmentsDRN-5058043 The complaint Miss E complains that Crowd Property Limited (“CPL”) failed to provide clear information regarding her peer-to-peer crowdfunding account. What happened Miss E has been investing with CPL since December 2020 through its AutoInvest account – in which CPL actively... (4 pages)View decision -
Decision Reference DRN-5093813
8 Nov 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-5093813 The complaint Mr J has complained about his boiler warranty insurer Evolution Insurance Company Limited because it has refused to consider a claim under his warranty for his broken boiler. Mr J has cover with Evolution for service and repair of his heating system. Mr J had ... (3 pages)View decision -
Decision Reference DRN-5022369
8 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5022369 The complaint 1. Mrs R’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (“Novuna”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under s.140A of the Consumer Credit Act 1974 (“CCA... (32 pages)View decision -
Decision Reference DRN-5062585
8 Nov 2024 Covea Insurance plc UpheldInsuranceDRN-5062585 The complaint Mr M has complained about the total loss settlement Covea Insurance plc reached to settle a claim he made under his car insurance policy. He also complains that Covea unfairly applied a deduction to the settlement for misrepresentation. What happened Mr M bough... (3 pages)View decision -
Decision Reference DRN-5130376
8 Nov 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5130376 The complaint Mrs M has complained about how AA Underwriting Insurance Company Limited (AA) dealt with a claim under a home insurance policy. What happened Mrs M contacted AA to make a claim following a water leak at her home. AA started to deal with the claim. Mrs M later ... (3 pages)View decision -
Decision Reference DRN-5129760
8 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5129760 The complaint Mr J complains about how Admiral Insurance Company Limited (Admiral) declined a claim under his car insurance policy. What happened Mr J had a motor insurance policy with Admiral covering his car. He held a provisional driving licence. In February 2024 Mr J col... (4 pages)View decision -
Decision Reference DRN-5133964
8 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5133964 The complaint Mrs J is complaining about Bank of Scotland plc trading as Halifax because she says she experienced issues with its app that meant she couldn’t download credit card statements and that this led to her incurring interest she wouldn’t otherwise have had to pay. S... (3 pages)View decision -
Decision Reference DRN-4990985
8 Nov 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4990985 The complaint Mr A and Mrs B’s complaint is about a mortgage account with Lloyds Bank PLC. Following my decision issued on 5 November 2024, I will be considering the following issues in this decision. Lloyds failed to apply a payment hold in July 2023; A payment made ... (4 pages)View decision -
Decision Reference DRN-5083447
8 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5083447 The complaint Mrs B has complained about the way a claim she made under her Homecare Boiler, controls and heating cover agreement was handled by British Gas Insurance Limited (BGIL). Mrs B is being represented by Mr B in her complaint. What happened In November 2023 Mrs B co... (2 pages)View decision
