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-3179545
11 Feb 2022 Bennetts Motorcycling Services Limited Not upheldInsuranceDRN-3179545 The complaint Mr P complains that Bennetts Motorcycling Services Limited trading as Bennetts unfairly cancelled his motorbike insurance policy. What happened Mr P had a motorbike insurance policy bought through Bennetts, an insurance broker. In May 2021, about two weeks before ... (3 pages)View decision -
Decision Reference DRN3578269
10 Feb 2015 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Miss D complains that Inter Partner Assistance S.A. did not help her as it should have done under a roadside assistance policy.background Miss D lives in the United Kingdom. She and her partner took a motorcycle on a tour of other parts of Europe, where it broke down on a Saturday. ... (4 pages)View decision -
Decision Reference DRN-3624323
28 Sep 2022 Unum Ltd Not upheldInsuranceDRN-3624323 The complaint Mr G is unhappy that Unum Ltd (Unum) has declined his income protection claim. What happened Mr G is employed as an Independent Financial Adviser (IFA) and is a member of a group income protection policy. The policy is underwritten by Unum. From 27 August 2020, Mr... (3 pages)View decision -
Decision Reference DRN-3220186
28 Mar 2022 Unum Ltd Not upheldInsuranceDRN-3220186 The complaint Mr C is unhappy with Unum Limited’s decision to decline his claim. What happened Mr C had income protection insurance with Unum through his previous employer’s group scheme. He became too unwell to work in March 2020 owing to work-related stress and anxiety. The p... (3 pages)View decision -
Decision Reference DRN4891759
3 Aug 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr S is unhappy that when he made a claim for theft on his motor insurance policy The Society of Lloyd’s (Lloyds) cancelled it from the start and returned his premium, on the basis that he had misrepresented where his motorbike was kept overnight when taking out... (5 pages)View decision -
Decision Reference DRN7080784
9 Jan 2015 Northern Bank Limited Not upheldPayment protection insurance (PPI)Mr F complains about a single premium payment protection insurance (PPI) policy sold to him by Northern Bank Limited (Northern Bank). He says Northern Bank didn’t make him aware the policy was optional. And he didn’t need it.backgroundI issued my provisional decision in December 2014, ... (4 pages)View decision -
Decision Reference DRN8534568
20 Nov 2017 AXA PPP Healthcare Limited UpheldInsurance (excluding PPI)Mr B complains that AXA PPP Healthcare Limited has refused to pay for further treatment under his private medical insurance policy. backgroundBetween 1998 and 2005, AXA paid for treatment relating to Mr B’s back problems. In 2005, it decided that Mr B’s condition was ... (4 pages)View decision -
Decision Reference DRN0898590
23 Apr 2015 Fowlers of Bristol Limited Not upheldPayment protection insurance (PPI)Mr C says that Fowlers of Bristol Limited (‘Fowlers’) mis-sold him a payment protection insurance (‘PPI’) policy. Mr C said he was told he had to take out the PPI so that he could get 0% interest on his borrowing. backgroundIn August 2005 Mr C arranged a loan so tha... (4 pages)View decision -
Decision Reference DRN4063000
17 Jan 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M has complained about the way Aviva Insurance Limited dealt with a claim under his travel insurance policy. References to Aviva include the actions of their agents.backgroundMr M and his partner were involved in an accident abroad and they were hospitalised wit... (3 pages)View decision -
Decision Reference DRN-1789654
10 Nov 2020 Advantage Insurance Company Limited UpheldInsuranceDRN-1789654 The complaint Mr M complains that Advantage Insurance Company Limited is responsible for mishandling a claim on his motor insurance policy. What happened The Financial Ombudsman Service deals with a consumer complaint against one insurance company or other regulated financial f... (4 pages)View decision