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 367300 results
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Decision Reference DRN3683737
13 Oct 2015 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mr H’s complaint is about the amount of compensation National Westminster Bank Plc (NatWest) offered him to settle his complaint about the mis-sale of a payment protection insurance (PPI) policy.backgroundMr H complained about the mis-sale of PPI linked to his credit ... (4 pages)View decision -
Decision Reference DRN6659416
13 Oct 2015 Assicurazioni Generali SpA UpheldInsurance (excluding PPI)Mrs S complains about the decision made by Assicurazioni Generali SpA (“Generali”) to withdraw cover under her public liability insurance policy.backgroundA legal action was brought against Mrs S (and others) by a third-party. Mrs S made a claim under her policy to defen... (3 pages)View decision -
Decision Reference DRN4303999
13 Oct 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)T’s complaint is about the way AXA Insurance UK Plc handled its claim for fire damage. backgroundT’s premises were damaged by fire. It took nearly a year to agree a settlement with AXA.T complained that this was too long and it wanted to be reimbursed for rent it... (2 pages)View decision -
Decision Reference DRN9418597
13 Oct 2015 Lloyds Bank General Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs H complain that Lloyds Bank General Insurance Limited declined their two stormclaims.background Mr and Mrs H had home insurance with Lloyds and made two separate claims for stormdamage to different parts of their roof. Lloyds declined both claims.The first c... (4 pages)View decision -
Decision Reference DRN5704454
13 Oct 2015 Red Sands Insurance Company (Europe) Limited Not upheldInsurance (excluding PPI)Mr W believes that Red Sands Insurance Company (Europe) Limited deliberately withheld from this service information concerning the status of a contractor. This was in respect of his previous complaint about work done at his property under a warranty.backgroundMr W initiall... (2 pages)View decision -
Decision Reference DRN4175531
13 Oct 2015 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Mrs O complains St Andrew’s Insurance Plc (“St Andrew’s”) unfairly declined to pay part of her buildings claim.backgroundIn November 2013 Mrs O made a claim for storm damage on her home insurance policy. She said her roof had been damaged in a storm. And rain water... (2 pages)View decision -
Decision Reference DRN6107566
13 Oct 2015 Legal & General Insurance Limited Not upheldInsurance (excluding PPI)Miss M is unhappy with the repair of her sofa by Legal and General Insurance Limited (L&G).backgroundI wrote my provisional decision in August 2015 which I’ve attached below.L&G responded saying they have nothing further to add – though it will consider the ... (2 pages)View decision -
Decision Reference DRN4541109
13 Oct 2015 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs M complain that Liverpool Victoria Insurance Company Limited took too long to fix storm damage to their roof when they made a claim under their buildings insurance policy. Then it wrongly recorded the cost of their claim.backgroundMr and Mrs M’s chimney bl... (3 pages)View decision -
Decision Reference DRN9155357
13 Oct 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr J’s unhappy with the way AXA Insurance UK Plc handled his household insurance claim when his home was burgled.backgroundMr J’s wife (Mrs J) has been involved in this complaint mainly. But because the policy’s in Mr J’s name I have to address my decision to him.... (2 pages)View decision -
Decision Reference DRN6825022
13 Oct 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs I’s unhappy that Ageas Insurance Limited has declined a claim under her household insurance policy.backgroundMrs I renewed her household insurance with Ageas in January 2015. On 10 February 2015 she called them to claim for water damage to the walls and ceilings ... (2 pages)View decision
