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 4422 results
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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 -
Decision Reference DRN-4085106
24 Apr 2023 Registration Transfers Ltd Not upheldConsumer CreditDRN-4085106 The complaint Mrs R says that Registration Transfers Ltd, who I’ll call Registration Transfers, made her take out finance to buy a number plate. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on... (2 pages)View decision -
Decision Reference DRN-3804892
30 Nov 2022 Domestic & General Insurance Plc Not upheldInsuranceDRN-3804892 The complaint Mr P complains Domestic & General Insurance Plc (“D&G”) unfairly cancelled his home appliance cover. What happened Mr P had an add-on to his bank account. For a £6 fee each month he could - amongst other things - register home appliances with D&G. The ... (4 pages)View decision -
Decision Reference DRN-4434386
4 Feb 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4434386 The complaint Mr D complains about the actions of Bank of Scotland plc trading as Halifax (Halifax) when he applied for a loan that he intended to use to buy a car. He also complains about the level of service he received What happened In April 2023 Mr D applied online for a £2... (3 pages)View decision -
Decision Reference DRN-4207453
5 Jul 2023 The New India Assurance Company Limited Not upheldInsuranceDRN-4207453 The complaint Ms H complains as a director of G (a limited company) that The New India Assurance Company Limited rejected a claim on G’s Care Homes Insurance policy relating to a loss of its registration and complains about the way the claim was handled. Where I’ve referred to ... (5 pages)View decision -
Decision Reference DRN-4217568
14 Dec 2023 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-4217568 The complaint Ms C and Mr S complain that ERGO Versicherung Aktiengesellschaft trading as ERGO UK Branch didn’t pay the full amount of their insurance claim. What happened Ms C and Mr S entered into a contract with a developer to buy a property being built as part of a new deve... (2 pages)View decision -
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 DRN-3099286
19 Oct 2021 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-3099286 The complaint Miss A has complained that Somerset Bridge Insurance Services Limited trading as Go Skippy is responsible for her car being impounded for having no car insurance policy in place. Mr D is representing Miss A in her complaint. For ease I’ll refer to the complainant ... (2 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
