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 370903 results
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Decision Reference DRN-4767465
1 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4767465 The complaint Mr N has complained about esure Insurance Limited. He isn’t happy about the way his claim was settled after a claim under his motor insurance policy. What happened Mr N made a claim under his motor insurance policy and his car was deemed a total loss. Mr N eventua... (2 pages)View decision -
Decision Reference DRN-4718570
1 Jul 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4718570 The complaint Mr G complains about the quality of a car supplied to him under a hire purchase agreement (“agreement”) with RCI Financial Services Limited trading as Mobilize Financial Services (“MFS”). What happened In January 2022 Mr G entered into an agreement with MFS for a ... (3 pages)View decision -
Decision Reference DRN-4676589
1 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4676589 The complaint Mr and Mrs A are unhappy that AXA Insurance UK Plc is seeking to proportionately reduce the settlement they are due under a claim they made for subsidence damage to their home. What happened Mr and Mrs A held a home insurance policy with AXA which was incepted in... (4 pages)View decision -
Decision Reference DRN-4869193
1 Jul 2024 One Insurance Limited Not upheldInsuranceDRN-4869193 The complaint X complains about the way One Insurance Limited (“One”) investigated a claim and decided liability under his car insurance policy. What happened X had a car insurance policy with One. In July 2023 X was joining a motorway when there was a collision between his car... (3 pages)View decision -
Decision Reference DRN-4832268
1 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4832268 The complaint Mr E complains that Bank of Scotland plc trading as Halifax aren’t allowing him to make a payment to his homeowner loan. What happened Mr E says he’s been trying to make a payment through his Halifax online banking to pay his homeowner loan, but he’s been unable t... (4 pages)View decision -
Decision Reference DRN-4751452
1 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4751452 The complaint Mr M complains about how Aviva Insurance Limited handled a claim made on his motor insurance policy. What happened Mr M’s car was damaged in a non-fault accident, and he made a claim on his policy. Aviva said the car was a total loss, but it wouldn’t cover the val... (3 pages)View decision -
Decision Reference DRN-4824110
1 Jul 2024 Adrian Flux Insurance Services Group UpheldInsuranceDRN-4824110 The complaint Mrs & Mr R complain about how Adrian Flux Insurance Services Group (“AF”) accepted their application for car insurance, but then cancelled their policy. I’ll mainly refer to Mr R as he was the person who applied for cover. What happened Mrs & Mr R applied ... (3 pages)View decision -
Decision Reference DRN-4817712
1 Jul 2024 Motability Operations Limited Not upheldConsumer CreditDRN-4817712 The complaint Mr A complains about a decision taken by Motability Operations Limited (“MOL”) to terminate his hire agreement, to impose a four year sanction period and to seek recovery of £539 from him. Mr A is the hirer under the agreement and Miss B is noted under it as being... (3 pages)View decision -
Decision Reference DRN-4881991
1 Jul 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4881991 The complaint Mr and Mrs P are unhappy with the way in which Great Lakes Insurance SE handled a claim made on their travel insurance policy – including the assistance they received whilst abroad after Mrs P was injured. All reference to Great Lakes includes its agents and the m... (4 pages)View decision -
Decision Reference DRN-4882400
1 Jul 2024 Highway Insurance Company Limited Not upheldInsuranceDRN-4882400 The complaint Mr and Mrs E complain that Highway Insurance Company Limited (Highway) have declined a claim made under their home insurance policy. What happened In October 2023, Mr and Mrs E discovered water coming through the plastic cladding attached to their kitchen ceiling ... (4 pages)View decision
