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 4777 results
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Decision Reference DRN7093677
9 Oct 2015 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsurance (excluding PPI)C, a limited company, complains that Arthur J. Gallagher Insurance Brokers Limited made an error that led to its claim under its motor fleet insurance policy being declined. C wants it to pay for the value of its stolen van. C is represented in this matter by Mr ... (2 pages)View decision -
Decision Reference DRN7765931
13 Aug 2015 HSBC Bank plc Not upheldBanking and creditMr L complains that HSBC Bank plc unfairly registered a small debt against his name without his knowledge, resulting in his credit score being badly affected.background Three debit card transactions for foreign road tolls were made on Mr L’s account, totalling £93.65.... (3 pages)View decision -
Decision Reference DRN-5000680
12 Sep 2024 Equifax Limited UpheldConsumer CreditDRN-5000680 The complaint Mr T complains that Equifax Limited (Equifax) didn’t manually update his electoral registration on receipt of supporting evidence from his local council. What happened I issued my provisional decision to both parties on 19 August 2024, which set out the backgro... (5 pages)View decision -
Decision Reference DRN9323268
13 Sep 2013 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr N has complained about an administration error by UK Insurance Limited (UKI) which led to his vehicle registration being recorded incorrectly on his motor insurance policy.backgroundUKI recorded Mr N’s vehicle registration incorrectly following a telephone conversation at the time of t... (2 pages)View decision -
Decision Reference DRN-5833407
21 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5833407 The complaint Mr S complains that AXA Insurance UK Plc (AXA) unfairly increased the cost of a motor insurance premium during the sales process. What happened Mr S was seeking to purchase a motor insurance policy. He used a price comparison site and obtained quotes for the re... (2 pages)View decision -
Decision Reference DRN-5068090
27 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5068090 The complaint Miss S complains about Admiral Insurance (Gibraltar) Limited’s handling of her car insurance policy. What happened Miss S had a car insurance policy with Admiral. In August 2023, she made an amendment to her policy online, which involved a change in the car reg... (3 pages)View decision -
Decision Reference DRN5910853
4 Dec 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains that UK Insurance Limited, trading as Direct Line, got his car registration wrong on his motor insurance policy. He says that led to a court appearance for driving without insurance. backgroundIn July 2012, Mr G took out motor insurance with Direct Line af... (2 pages)View decision -
Decision Reference DRN8748054
22 Jul 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr H complains that AXA Insurance UK Plc put the wrong total loss marker on his private registration plate after a claim on his motorhome insurance policy. He says that this later led to the loss of money on the sale of a car. He wants compensation for his stress... (2 pages)View decision -
Decision Reference DRN4408750
4 Dec 2014 Leyton Insurance Consultants Ltd Not upheldInsurance (excluding PPI)Mr B complains that Leyton Insurance Consultants Limited insured a car with the wrong registration number on his motor policy, and did not give him sufficient assistance when his car was seized and then crushed by the police for not being insured. He wants substantial financial compe... (2 pages)View decision -
Decision Reference DRN9966911
1 Jun 2021 Scottish Equitable Plc UpheldInvestment and pensionsMr L complains that Scottish Equitable Plc, trading as Aegon (Aegon) caused delays in transferring his self-invested personal pension (SIPP). He says it caused him to suffer a loss of potential investment returns whilst the cash part of his SIPP was disinvested. background Mr L had two SIP... (8 pages)View decision
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