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 DRN0621293
21 Oct 2014 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr K complains about the way Be Wiser Insurance Services Ltd has administered his motorinsurance policy and about the outstanding balance he has to pay upon its cancellation.backgroundMr K arranged a motor insurance policy through Be Wiser. He was sent the policydocuments. Some months l... (5 pages)View decision -
Decision Reference DRN-2973943
27 Sep 2021 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-2973943 The complaint Mr L has complained about the service provided by the National Farmers' Union Mutual Insurance Society Limited (‘NFU’) in administering and responding about his motor insurance policy. What happened Mr L took out a motor insurance cover with the NFU in April ... (3 pages)View decision -
Decision Reference DRN8091970
13 Jun 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr D has complained about U K Insurance Limited. He isn’t happy that they incorrectly recorded his car registration number on his motor insurance policy, resulting in him almost being charged with driving without insurance.backgroundThree months after taking out his m... (2 pages)View decision -
Decision Reference DRN-2214004
28 Sep 2020 Saga Services Limited UpheldInsuranceDRN-2214004The complaintMr W is unhappy because Saga Services Limited (Saga) updated his car insurance policy with the incorrect vehicle details meaning his car was uninsured. What happenedIn July 2018, Mr W purchased a car insurance policy sold by brokers, Saga. In September 2018, he chan... (4 pages)View decision -
Decision Reference DRN3355009
18 Jun 2015 Financial Administration Services Limited Not upheldInvestment and pensionsMrs T complains that Financial Administration Services Limited (“Fidelity”) isn’t able to transfer part of her Individual Savings Account (ISA) to another ISA manager. This wasn’t made clear in the original documentation.Mr T brings the complaint on Mrs T’s behalf.backg... (2 pages)View decision -
Decision Reference DRN-4965581
11 Sep 2024 U K Insurance Limited Not upheldInsuranceDRN-4965581 The complaint Mr U complains about his motor insurance policy with U K Insurance Limited. Reference to UKI includes its agents. What happened In summary, in November 2023, Mr U took out a motor insurance policy underwritten by UKI. Some months later, Mr U planned to change ... (3 pages)View decision -
Decision Reference DRN1606036
28 Jun 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that Aviva Insurance Limited wrongly settled a claim against his van insurance policy, as he wasn’t involved in the incident in question.backgroundA third party told Aviva that an accident took place on 14 December 2016 and that the registration plate ... (2 pages)View decision -
Decision Reference DRN4934265
24 Jan 2017 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs S have complained that AXA Insurance UK Plc turned down a claim on their caravan insurance policy.Mr and Mrs S have instructed a firm of solicitors to represent them. But, for ease, I’ll refer to the solicitor’s comments as being those of Mr and Mrs S.Re... (3 pages)View decision -
Decision Reference DRN8321659
6 Apr 2018 Marks & Spencer Financial Services plc Not upheldBanking and creditMrs G, who holds a registered lasting power of attorney (POA) for Mr G, complains about the policy of Marks & Spencer Financial Services Plc, trading as M & S Bank, to require sight of the whole of the POA. backgroundIn May 2017 Mrs G visited a branch of M &a... (2 pages)View decision -
Decision Reference DRN-4250435
12 Oct 2023 Volvo Car UK Limited Not upheldConsumer CreditDRN-4250435 The complaint Mr F complains that Volvo Car UK Limited trading as Care by Volvo UK (CVUK) unfairly charged him an excess mileage charge when his new car was delayed. What happened Mr F entered into a hire agreement with CVUK in May 2021. In February 2022, he told CVUK that he w... (3 pages)View decision
