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 4927 results
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Decision Reference DRN3235275
27 Oct 2016 Saga Services Limited Not upheldInsurance (excluding PPI)Mr D is unhappy that when he called his breakdown provider for assistance when he was abroad, he was told he didn’t have cover as his policy couldn’t be validated, and the wrong registration number was recorded. Mr D thinks Saga Services Limited is responsible for the ... (2 pages)View decision -
Decision Reference DRN-6017397
24 Mar 2026 U K Insurance Limited UpheldInsuranceDRN-6017397 The complaint Mr P complained about U K Insurance Limited’s (“UKI”) poor administration of his motor insurance policy and the treatment he received from its staff. What happened Mr P said he added temporary insurance for another car onto his existing policy on 1 March 2025. ... (4 pages)View decision -
Decision Reference DRN0657821
27 Feb 2015 Mortgages Plc Not upheldBanking and creditMr G has complained that Mortgages Plc has failed to provide him with a copy of the contract to show there is a valid mortgage.backgroundIn September 2006 Mr G granted a mortgage to Mortgages Plc (under its trading name of Mortgages 1 Limited) as security for a loan. Mr G signed a Leg... (3 pages)View decision -
Decision Reference DRN2137344
27 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank Plc did not remove a default on his account.backgroundBecause of arrears on Mr A’s account the bank registered a default. Following litigation the arrears were cleared but the bank did not remove the default registration. It eventually did... (1 page)View decision -
Decision Reference DRN-4224603
4 Oct 2023 Embark Services Limited UpheldPensions and AnnuitiesDRN-4224603 The complaint Mr T has complained about several issues concerning the administration of his Self-Invested Personal Pension (SIPP) by Embark Services (“Embark”), formerly Hornbuckle Mitchell. In summary, his concerns relate to: Embark failing to correctly set up VAT registratio... (9 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 DRN-4715489
17 Oct 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4715489 The complaint Mr M complains about a car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS). Mr M is unhappy that he was not provided with the V5 registration document when he got the car and he has since been unable to tax t... (3 pages)View decision -
Decision Reference DRN7959153
18 Jun 2015 Financial Administration Services Limited Not upheldInvestment and pensionsMr T complains that Financial Administration Services Limited (“Fidelity”) isn’t able to transfer part of his Individual Savings Account (ISA) to another ISA manager. This wasn’t made clear in the original documentation.backgroundMr T has an ISA account with Fidelity, w... (2 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-3014237
6 Sep 2021 Acasta European Insurance Company Limited UpheldInsuranceDRN-3014237 The complaint Mr B complains about Acasta European Insurance Company Limited (Acasta) under his guarantee insurance policy. He believes Acasta unfairly declined a claim because he hadn’t obtained a separate installer guarantee from the contractor that replaced his roof. In this... (3 pages)View decision