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 359539 results
-
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 -
Decision Reference DRN-4749011
1 Jul 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4749011 The complaint Mr P says Phoenix Life Limited (Phoenix) provided him and his financial adviser with incomplete and misleading advice about options for taking benefits from his personal pension. He says this led to delays, an impact on the decisions he could make about his plans,... (6 pages)View decision -
Decision Reference DRN-4730144
1 Jul 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4730144 The complaint Miss M says that OAKBROOK FINANCE LIMITED, trading as Likely Loans (who I will call Oakbrook) were unreasonable to default her account. What happened Miss M entered into a fixed sum loan agreement with Oakbrook in June 2021. She made payments in line with the agre... (2 pages)View decision -
Decision Reference DRN-4739683
1 Jul 2024 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-4739683 The complaint Mr Q complains about the level of service provided by Atlanta Insurance Intermediaries Limited trading as Swinton Insurance in administering his motor insurance policy. What happened Mr Q said he received a letter from his broker stating that his policy would not ... (2 pages)View decision
