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 4196 results
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Decision Reference DRN5874479
6 Apr 2018 Adrian Flux Insurance Services Group UpheldInsurance (excluding PPI)Ms L complained that Adrian Flux Insurance Services Group mis-sold her car insurance policy.backgroundOn 1 November 2017, Ms L called Adrian Flux and asked about insuring her imported car. She told them the car wasn’t yet registered in the UK and that she had made the r... (3 pages)View decision -
Decision Reference DRN5342192
20 Sep 2019 Smart Driver Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that Smart Driver Insurance Limited unfairly increased its quote for his motor insurance policy and took the increased amount from his bank account without telling him.backgroundMr B went on a price comparison website in February 2019 to obtain a quote for his forthcoming an... (4 pages)View decision -
Decision Reference DRN5112009
20 Dec 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)K820xAdmiral14 complaintMr B complained that Admiral Insurance Company Limited put the wrong car registration number on his motor insurance policy. backgroundMr B was stopped by the police for driving without insurance. He was surprised because he believed that he was i... (2 pages)View decision -
Decision Reference DRN4810679
24 Jul 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr M’s complained that Aviva Insurance Limited caused delay when it dealt with a claim he made under his car insurance policy. backgroundMr M made a claim to his insurer, Aviva after his car was hit by a third party. His wife gave Aviva the registration details of ... (2 pages)View decision -
Decision Reference DRN-3339541
16 Mar 2022 Think Insurance Services Limited Not upheldInsuranceDRN-3339541 The complaint H – a company – has complained that Think Insurance Services Limited (Think Insurance), made a mistake when setting up its commercial motor insurance policy, which resulted in one of its cars being seized by the police and destroyed. What happened In January 2021 ... (3 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 DRN1630917
3 Oct 2019 EUI Limited Not upheldInsurance (excluding PPI)Mr J is unhappy EUI Limited had the incorrect vehicle registration number on his motorinsurance policy.backgroundThe background to this complaint, and my provisional findings, can be found in my provisional decision which I’ve attached below and which forms part of this final decision.In s... (3 pages)View decision -
Decision Reference DRN-4695945
26 Mar 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4695945 The complaint Mr D complains about how Marshmallow Insurance Limited handled a claim against his motor insurance policy. Reference to Marshmallow includes its agents. What happened In summary, on 11 December 2022, Mr D was involved in an accident whilst driving. The repairs rep... (4 pages)View decision -
Decision Reference DRN7100639
18 Jul 2016 Brightside Insurance Services Limited Not upheldInsurance (excluding PPI)Mr K has complained that Brightside Insurance Services Limited incorrectly recorded his car registration details when he bought his motor insurance policy.backgroundIn February 2016 Mr K filled in an online application before phoning Brightside to buy his policy. Brigh... (2 pages)View decision -
Decision Reference DRN-4114374
4 May 2023 Hastings Insurance Services Limited Not upheldInsuranceDRN-4114374 The complaint Mrs N complains that due to an administration issue by Hastings Insurance Services Limited trading as Hastings Direct (Hastings), she was stopped by the Police for driving without insurance. What happened In October 2022 Mrs N changed the car insured under her mot... (2 pages)View decision
