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 4152 results
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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-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 -
Decision Reference DRN-5192759
19 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5192759 The complaint Mr W is unhappy with Admiral Insurance (Gibraltar) Limited’s correspondence with him when they wrongly told him his vehicle had been involved in an accident. What happened On 31 July 2024, Mr W received an email from Admiral which said they’d been notified of ... (2 pages)View decision -
Decision Reference DRN-1926698
1 Feb 2021 Carnegie Consumer Finance Limited Not upheldConsumer CreditDRN-1926698 The complaint Mr D complains that Carnegie Consumer Finance Limited won’t refund to him the money that he’s claimed for an electrician’s training course that he paid for using a fixed sum loan agreement and that it won’t cancel the loan agreement. He’s being helped with his com... (3 pages)View decision -
Decision Reference DRN-2916847
15 Sep 2021 esure Insurance Limited Not upheldInsuranceDRN-2916847 The complaint Mr D has complained about the manner in which esure Insurance Limited dealt with a claim against his motor insurance policy. What happened In February 2021 esure contacted Mr D to say it had received a claim from a third party insurer alleging his car had caused d... (3 pages)View decision -
Decision Reference DRN4366537
12 Jun 2017 Financial Administration Services Limited UpheldInvestment and pensionsMr C is complaining about Financial Administration Services Limited (trading as Fidelity) because it cashed some of his investments when he applied to transfer them from another platform, rather than transferring them in-specie as he requested.background In 2016, Mr C... (6 pages)View decision -
Decision Reference DRN8364228
2 Nov 2016 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMs D complains that Mercedes Benz Financial Services UK Limited (MBFS) has charged her an unfair amount for a lost document. She brings this complaint through her representative Mr R.backgroundWhen Ms D returned her hire purchase vehicle back to MBFS, she was told that t... (2 pages)View decision -
Decision Reference DRN-1164956
19 May 2020 Fresh Insurance Services Group Limited Not upheldInsuranceDRN-1164956 The complaintMr W has complained that the broker, Fresh Insurance Services Group Limited renewed his car insurance policy against his wishes. What happenedMr W bought a car insurance policy through a broker, Fresh Insurance in 2018. In February 2019 Fresh emailed Mr W a renewal... (3 pages)View decision -
Decision Reference DRN-4902227
25 Sep 2024 BISL Limited Not upheldInsuranceDRN-4902227 The complaint Mr S complains that he was quoted a higher price for a motor insurance policy by BISL Limited (an intermediary) than had been quoted for it on a comparison website. What happened Mr S was quoted £371.51 for the policy on the comparison website to insure a brand... (2 pages)View decision -
Decision Reference DRN8174877
22 Jan 2014 FirstRand Bank Limited UpheldBanking and creditMr A complains about a car he bought through a hire purchase agreement with FirstRand Bank Limited. He says the car was sold to him with a number of faults which meant the car was illegal and could not be driven. There were also problems with the registration papers for the car and the... (10 pages)View decision
