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 4282 results
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Decision Reference DRN4261982
26 Feb 2015 MKDP LLP Not upheldBanking and creditMiss D complains MKDP LLP wrongly recorded a default against her credit file. And she would like compensation for the trouble and upset she experienced as a result. backgroundIn 2013 MKDP contacted Miss D about a debt it had bought from a third party lender. And she became aware tha... (2 pages)View decision -
Decision Reference DRN5149905
11 Jul 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss C complains that U K Insurance Limited (“UKI”) didn’t pay her enough for her written-off car when she made a claim on her motor insurance policy.backgroundMiss C was offered £13,650 for the car. She found similar cars advertised from £14,500 to £15,000. Miss C tho... (2 pages)View decision -
Decision Reference DRN0283502
23 Sep 2016 Experian Limited UpheldBanking and creditMr K complains that Experian Limited wrongly recorded his address on his credit file which has affected his ability to obtain credit. He also complains that Experian cancelled his membership without explanation.background Experian’s records of Mr K’s current and previ... (2 pages)View decision -
Decision Reference DRN-3079850
17 Feb 2022 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3079850 The complaint Mr J has complained about the transfer of his personal pension from The Royal London Mutual Insurance Society Limited to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2016. Mr J, who has professional representation in bringing this complaint, says h... (8 pages)View decision -
Decision Reference DRN6011794
7 Aug 2014 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr V complains that AXA Insurance UK plc did not arrange for the proper repair of his car when he made a claim on his motor insurance policy.backgroundMr V’s car left the road after a lorry hit it in the side. AXA arranged for its repair. But Mr V later complained that AXA should have r... (2 pages)View decision -
Decision Reference DRN4374249
23 Jan 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr B complains that Royal & Sun Alliance Insurance Plc (RSA) hasn’t returned his excess after a non-fault claim made on his motor insurance policy. He’s also unhappy with its level of customer service and delays in handling the claim.backgroundMr B sais he was in... (2 pages)View decision -
Decision Reference DRN3167014
11 Oct 2013 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr R has complained about Zurich Insurance plc’s handling of a third party claim made against his motor insurance policy.our initial conclusionsThe adjudicator did not recommend that the complaint be upheld. She was satisfied that Zurich had investigated the claim and that there w... (2 pages)View decision -
Decision Reference DRN1876402
23 May 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr Q complains that Tesco Underwriting Limited cancelled his motor insurance policy.backgroundMr Q dealt with a letter from Tesco asking for proof of his no claims discount (NCD). But he says he did not receive letters asking him for further information. Tesco sent a seven-day notice ... (2 pages)View decision -
Decision Reference DRN7271194
31 Jan 2014 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Mrs E complains about Domestic & General Insurance Plc’s (“D&G”) refusal to provide cover for a children’s tablet device under an extended warranty insurance policy sold by a third party.background Mrs E’s extended warranty was provided as part of a packaged bank account. She re... (2 pages)View decision -
Decision Reference DRN1777950
29 Mar 2018 HSBC Bank plc Not upheldBanking and creditMr R complains that HSBC Bank Plc, trading as first direct, will not take responsibility for delay’s he experienced in receiving cashback payments.backgroundMr R complained to first direct about the cashback delays but he says he was told to contact the card scheme o... (2 pages)View decision
