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 605 results
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Decision Reference DRN-4337556
6 Dec 2023 Ageas Insurance Limited Not upheldInsuranceDRN-4337556 The complaint Mr D complains about how his insurer, Ageas Insurance Limited (Ageas), handled a claim under his motor insurance policy for the theft of his scooter. Any reference to Ageas in this decision includes their agents. What happened Mr D had a motor insurance policy wit... (3 pages)View decision -
Decision Reference DRN2610761
6 Aug 2019 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mr and Mrs J complain that Lloyds Bank PLC, when it was trading as Cheltenham & Gloucester, mis-sold them a mortgage payment protection insurance (“PPI”) policy.Lloyds merged with the business that sold PPI to Mr and Mrs J and it is responsible for dealing with this complaint. So from ... (4 pages)View decision -
Decision Reference DRN1979627
22 Dec 2017 Saga Services Limited UpheldInsurance (excluding PPI)Mr G has complained about Saga Services Limited actions when he contacted it about renewing his motorcycle insurance policy. In particular he says it didn't treat him fairly.Reference to Saga incudes its agents.backgroundMr G had a bike insurance policy arranged b... (3 pages)View decision -
Decision Reference DRN-1921121
13 Oct 2020 Fairmead Insurance Limited UpheldInsuranceDRN-1921121 The complaint Miss A complains about Fairmead Insurance Limited’s proposed settlement of a claim under her home insurance policy and about delays in the handling of that claim. What happened Miss A has a home insurance policy with Fairmead, which covers buildings and contents a... (4 pages)View decision -
Decision Reference DRN0068283
31 Mar 2020 Europa Group Limited UpheldInsurance (excluding PPI)Mr P complains that Europa Group Limited shouldn’t have cancelled his motorcycle insurance policy and that the charges it calculated on cancellation were excessive.backgroundMr P took the policy out in October 2017 and also paid for ‘add-on’ policies. In April 2018 he changed the bike cove... (3 pages)View decision -
Decision Reference DRN-4414777
24 Oct 2023 Lloyds Bank PLC UpheldInvestmentsDRN-4414777 The complaint Ms H and Mr H have complained about Lloyds Bank Plc. They said it gave them unsuitable advice when it recommended investments to them. They think they have suffered investment losses because of the unsuitable advice they were given and would like to be compensated... (4 pages)View decision -
Decision Reference DRN-4296603
1 Sep 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4296603 The complaint Mr S complains about Liverpool Victoria Insurance Company Limited’s handling of a claim on his car insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr S has car insurance und... (4 pages)View decision -
Decision Reference DRN2890360
31 Mar 2019 Europa Group Limited Not upheldInsurance (excluding PPI)Mr C complains that he got poor service from Europa Group Limited when he asked for the date of the payment for his motorcycle insurance policy to be changed.backgroundMr C told us he called Europa on 18 June 2018 to cancel his policy and an advisor told him he’d ... (3 pages)View decision -
Decision Reference DRN-3381140
30 Mar 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3381140 The complaint Ms S complains Mercedes-Benz Financial Services UK Limited (MBFS) has unfairly charges her end of contract damage charges What happened I issued an earlier provision decision on this matter and for clarity I repeat it here. On 31 January 2018, Ms S entered into a ... (4 pages)View decision -
Decision Reference DRN-4646655
27 Feb 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4646655 The complaint Mr H complain about how West Bay Insurance Plc handled his motor insurance claim. References to West Bay include its agents. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise the backg... (4 pages)View decision