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 370904 results
-
Decision Reference DRN-5145757
15 Nov 2024 Trinity Lane Insurance Company Limited UpheldInsuranceDRN-5145757 The complaint Mr D complains about how Trinity Lane Insurance Company Limited (“Trinity Lane”) dealt with a claim he made under a motorbike breakdown insurance policy. All references to Trinity Lane are intended to include the actions of any agents working on its behalf. Wha... (3 pages)View decision -
Decision Reference DRN-5102939
15 Nov 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5102939 The complaint Mr H complains that Haven Insurance Company Limited (Haven) have unfairly settled a third party’s claim on his motor insurance policy and cancelled his policy. What happened In October 2024 Haven were made aware by a third party’s insurance company Mr H’s vehic... (3 pages)View decision -
Decision Reference DRN-5097171
15 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5097171 The complaint Mrs S and Mr S complain about how Accredited Insurance (Europe) Ltd (Accredited) handled a claim under their home insurance policy for water damage to their property. References to Accredited include their agents who administer the policy and assess claims. T... (5 pages)View decision -
Decision Reference DRN-4868926
15 Nov 2024 Phoenix Life Limited Not upheldInvestmentsDRN-4868926 The complaint Ms R complains about the amount she received from Phoenix Life Limited (Phoenix) for her endowment plan when she surrendered it in March 2023. Ms R complains that the value of her plan started to fall after she enquired about cashing in the plan in 2022. She sa... (5 pages)View decision -
Decision Reference DRN-4987728
15 Nov 2024 ReAssure Limited UpheldInsuranceDRN-4987728 The complaint Mr C complains that ReAssure Limited (ReAssure) won’t allow him to alter the terms of his flexible mortgage plan by either decreasing the amount of insurance cover so that he increases the savings part of his plan or by simply increasing his premiums. He says t... (10 pages)View decision -
Decision Reference DRN-5143852
15 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5143852 The complaint Mr C complains about the position U K Insurance Limited (“UKI”) took on liability on his car insurance claim, and the general level of service he received. What happened In May 2023 Mr C was involved in a road traffic accident with another car, so he contacted ... (3 pages)View decision -
Decision Reference DRN-4923354
15 Nov 2024 Black Horse Limited UpheldConsumer CreditDRN-4923354 The complaint Mrs S complains Black Horse Limited trading as Land Rover Financial Services (Black Horse) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In June 2023, Mrs S entered into a 49 month personal contract purchas... (3 pages)View decision -
Decision Reference DRN-4833524
15 Nov 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4833524 The complaint Mr S complains that The Royal Bank of Scotland Plc (RBS) won’t refund him money he lost in a fake job scam. Mr S is represented by a third party, but for ease of reading, I’ll refer only to him. What happened The facts of this dispute are well known to both pa... (3 pages)View decision -
Decision Reference DRN-5137350
15 Nov 2024 The Equine and Livestock Insurance Company Limited Not upheldInsuranceDRN-5137350 The complaint Mr M has complained that The Equine and Livestock Insurance Company Limited, trading as The Insurance Emporium (‘Emporium’) declined his claim for the theft of a caravan under his caravan insurance policy. For the avoidance of doubt, reference to submissions by... (11 pages)View decision -
Decision Reference DRN-5041636
15 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5041636 The complaint Mr S says U K Insurance Limited (‘UKI’) provided poor service when he made a claim on his motor insurance policy and that it wrongly continued to take direct debit payments from him. What happened Mr S was involved in a non-fault accident in February 2023. He ... (2 pages)View decision
