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 360982 results
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Decision Reference DRN-4587734
1 Feb 2024 Soteria Insurance Limited UpheldInsuranceDRN-4587734 The complaint Mr S is unhappy with what Soteria Insurance Limited did after he made a claim on his legal expenses insurance policy. What happened Mr S wanted legal assistance with a medical negligence claim following problems with an operation. His solicitors contacted Soteria ... (4 pages)View decision -
Decision Reference DRN-4556184
1 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4556184 The complaint Mr R complains about British Gas Insurance Limited (BG) delays and handling of his claim, under his home emergency policy. What happened Mr R held a home emergency policy with BG. He contacted them to book in a landlord safety gas check and explained that his tena... (3 pages)View decision -
Decision Reference DRN-4568250
1 Feb 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4568250 The complaint Mr K is unhappy with what Assurant General Insurance Limited did after he made a claim on his mobile phone insurance policy. What happened In August 2023 Mr K contacted Assurant to make a claim for a lost phone used by his wife. During his calls he confirmed he’d ... (3 pages)View decision -
Decision Reference DRN-4530132
1 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4530132 The complaint Mrs D complains that Santander UK Plc did not provide a clear explanation as to how fraud occurred on her account. What happened Miss D has raised the complaint on behalf of Mrs D, and she holds Power of Attorney (POA) for Mrs D also. Around late February and earl... (2 pages)View decision -
Decision Reference DRN-4543180
1 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4543180 The complaint Ms D complains that Capital One (Europe) plc lent irresponsibly when it increased the credit limit on her credit card. Ms D also complains that Capital One failed to monitor her account and provide support. What happened Ms D had an existing credit card with Capit... (3 pages)View decision -
Decision Reference DRN-4413345
1 Feb 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4413345 The complaint Mrs S complains that a used car she had acquired via a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened In April 2022 Mrs S entered into a 48-month hire purchase agreement with MotoNovo for a 10-year-old car that ... (4 pages)View decision -
Decision Reference DRN-4581543
1 Feb 2024 Motors Insurance Company Limited UpheldInsuranceDRN-4581543 The complaint Mr C has complained about a motor warranty insurer, Motors Insurance Company Limited (MICL). MICL provides mechanical breakdown insurance for Mr C’s car, which I’ll refer to as “J”. This complaint will require me, in this decision document, to refer to a limited c... (2 pages)View decision -
Decision Reference DRN-4489444
1 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4489444 The complaint Mr M complains that Aviva Insurance Limited is responsible for mishandling a claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a small hatchback car, first registered in 2013. Mr M acquired the car. For the year ... (3 pages)View decision -
Decision Reference DRN-4572773
1 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4572773 The complaint Miss D has complained about the way AXA Insurance UK Plc has dealt with a claim she made under her home and buildings insurance policy. What happened There was an explosion at a property near Miss D’s home and this led to an immediate evacuation. In November 2022,... (3 pages)View decision -
Decision Reference DRN-4524548
1 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4524548 The complaint Mr P complained his motor insurance was incorrectly renewed by U K Insurance Limited (“UKI”). What happened Mr P said he was unhappy when UKI collected a renewal premium from him for over £3,000 without a renewal notice to warn the money would be collected from hi... (2 pages)View decision
