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 365360 results
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Decision Reference DRN6220252
30 Sep 2015 The Co-operative Bank Plc Not upheldBanking and creditMr and Mr A complain that the Co-operative Bank Plc (Britannia) would unfairly ask them to pay an early repayment charge (ERC) if they switched their mortgage to a different product.backgroundMr and Mr A took out a fixed rate mortgage with Britannia in early 2013... (2 pages)View decision -
Decision Reference DRN2566482
30 Sep 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Ms D complains about Ageas Insurance Limited’s decision to refuse a claim made under her home insurance policy. background I issued my provisional decision on 24 August 2015, a copy of which is attached and forms part of this final decision. In that decision I explain... (4 pages)View decision -
Decision Reference DRN1930870
30 Sep 2015 Swinton Group Ltd UpheldInsurance (excluding PPI)Ms R is unhappy that Swinton Group Ltd (Swinton) allowed her home insurer to cancel her policy.backgroundMs R bought a new home insurance policy through a comparison website. When Swinton, as the brokers, set up the policy the insurance company soon told Swinton tha... (3 pages)View decision -
Decision Reference DRN0792871
30 Sep 2015 National House-Building Council Not upheldInsurance (excluding PPI)Mr W complains about National House-Building Council’s (“NHBC”) decision not to accept the claim he made under his Buildmark building warranty for a cracked floor. backgroundIn October 2012 Mr W contacted NHBC to report that his floor had ‘dropped’. NHBC carried out an in... (3 pages)View decision -
Decision Reference DRN0752766
30 Sep 2015 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms T’s unhappy that Royal & Sun Alliance Insurance Plc (“RSA”) turned down her pet insurance claim. She also isn’t happy about how it handled her claim and complaint.background Our adjudicator recommended the complaint be upheld but only in part. She said the po... (2 pages)View decision -
Decision Reference DRN6114580
30 Sep 2015 Pinnacle Insurance Plc Not upheldInsurance (excluding PPI)Mrs M complains that Pinnacle Insurance Plc declined her claim.backgroundMrs M has a sofa that was covered under a warranty with Pinnacle. She contacted Pinnacle because of staining on the sofa. Pinnacle sent her some cleaning solution to use on the stains. Mrs M u... (3 pages)View decision -
Decision Reference DRN9315753
30 Sep 2015 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr J and Mrs J are unhappy about Ageas Insurance Limited’s decision to void (cancel from the start) their home insurance policy for misrepresentation (not providing all the requested information).backgroundAfter a timber fence along the boundary of the property had bec... (2 pages)View decision -
Decision Reference DRN4041265
30 Sep 2015 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G’s unhappy that Liverpool Victoria Insurance Company Limited (“Liverpool Victoria”) made a mistake when taking payment for his insurance. Mr G wants more compensation than Liverpool Victoria have paid him. backgroundIn April 2015, Mr G took out his insurance with ... (2 pages)View decision -
Decision Reference DRN0318054
30 Sep 2015 BUPA Insurance Limited Not upheldInsurance (excluding PPI)Mrs O has complained about BUPA Insurance Limited’s decision not to cover her claim for a caesarean section under her private medical insurance policy. backgroundMrs O contacted BUPA in late 2014 to make a claim for a caesarean section. BUPA declined Mrs O’s claim as it... (2 pages)View decision -
Decision Reference DRN3904369
30 Sep 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs D have complained that Ageas Insurance Limited hasn’t considered part of a claim for damage under Mrs D’s home insurance policy and hasn’t paid for losses incurred in funding the repair works.background Mr and Mrs D’s property was damaged by rainwater coming i... (2 pages)View decision
