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 DRN-3386644
21 Mar 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3386644 The complaint Mr S complains that TransUnion International UK Limited has made repeated errors with the information recorded about his electoral roll registration date on his credit file. What happened The background to this complaint and my initial conclusions were set out in ... (3 pages)View decision -
Decision Reference DRN0985485
20 Mar 2020 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMrs A complains that Mercedes-Benz Financial Services UK Limited, trading as Mercedes- Benz Finance, has breached data protection rules in relation to her hire purchase agreement.backgroundA new car was supplied to Mrs A under a hire purchase agreement with Mercedes-Benz Finance that she s... (2 pages)View decision -
Decision Reference DRN3409059
22 Jun 2016 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C complains about Admiral Insurance Company Limited’s decision not to pursue his car insurance claim against another driver.backgroundIn mid 2014 a driver hit Mr C’s parked car and then drove away. Mr C wasn’t there but his neighbour saw the incident. Mr C re... (2 pages)View decision -
Decision Reference DRN3337620
30 Jul 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)J Ltd complained that Aviva Insurance Limited refused to pay their claim under their fleetmotor insurance policy after their car was stolen.backgroundAfter J Ltd’s car was stolen, they reported it to the police and made a theft claim to Aviva.However the police discovered that the car had ... (5 pages)View decision -
Decision Reference DRN9586876
12 Aug 2015 Endsleigh Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr F complains that Endsleigh Insurance Services Ltd recorded the wrong car on his motor insurance policy. He was stopped by the police for driving without insurance. He seeks reimbursement of the impound fee and compensation. Mr F is represented in this matter by hi... (3 pages)View decision -
Decision Reference DRN-6106111
26 Jan 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-6106111 The complaint Mr P is unhappy that Domestic & General Insurance Plc (“D&G”) declined his insurance claim for his TV on the basis that it wasn’t registered with the manufacturer. What happened Mr P held an insurance policy with D&G covering various electronic dev... (4 pages)View decision -
Decision Reference DRN1200098
5 Mar 2020 Renault Retail Group UK Limited Not upheldBanking and creditMiss O complains that a hire purchase agreement was mis-sold to her by Renault Retail Group UK Limited and that it incorrectly sent the registration for the car to her mother. She’s being helped with her complaint by her representative.backgroundMiss O and her mother went to a dealer in No... (3 pages)View decision -
Decision Reference DRN3506060
9 Apr 2015 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr A complains that CIS General Insurance Limited applied zero years no claims discount (NCD) and changed the car model which increased the premium for his motor insurance policy. Mr A is also unhappy that CIS emailed him at an incorrect email address. He wants his f... (2 pages)View decision -
Decision Reference DRN-3892952
26 Jan 2023 Covea Insurance plc UpheldInsuranceDRN-3892952 The complaint Mr L complains about Covea Insurance plc’s (“Covea”) delay in handling his car insurance claim which he says led to him having to pay higher premiums. What happened The background to this complaint is well known to both parties, so I won’t go over it in great deta... (3 pages)View decision -
Decision Reference DRN-4907659
28 Jan 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-4907659 The complaint Mr H complains that Computershare Investor Services Plc didn’t give him sufficient notice that shares he held in his account were moving to a registrar in another country. What happened In early November 2020, Computershare wrote to Mr H to advise him some of t... (2 pages)View decision