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 4196 results
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Decision Reference DRN-1672621
1 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-1672621 The complaintMrs S is unhappy with her insurers Royal and Sun Alliance Insurance PLC (RSA) who declined to remove a marker on her home insurance policy. What happenedIn 2017 Mrs S lost a piece of jewellery. She contacted RSA to see if she could make a claim. She was told by the... (2 pages)View decision -
Decision Reference DRN4997196
12 Aug 2019 Insure The Box Limited Not upheldInsurance (excluding PPI)Miss H complains that Insure The Box Limited cancelled her motor insurance policy without notifying her.backgroundMiss H took the policy out on 22 March 2019. Insure The Box wrote to Miss H four days later saying she needed to provide documents and other information by 2 April 2019 or the ... (2 pages)View decision -
Decision Reference DRN4481055
25 Aug 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain about Admiral Insurance Company Limited’s (“Admiral”) valuation of their car after they claimed on their motor insurance policy.backgroundMr and Mrs C claimed after their car was stolen. Admiral offered them a settlement figure of £17,740, for ... (2 pages)View decision -
Decision Reference DRN-3601586
18 Aug 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3601586 The complaint Mr C complains TransUnion International UK Limited haven’t updated his credit file when they should have. What happened Mr C says since January 2021 he’s been raising concerns about his credit score being affected due to TransUnion not recording him as on the Elec... (2 pages)View decision -
Decision Reference DRN9788782
6 Feb 2015 Enterprise Insurance Company plc Not upheldInsurance (excluding PPI)Mr R complains that Enterprise Insurance Company plc has refused to pay his claim for the theft of his Audi R8 FSI Quattro which was insured under his self-drive hire policy.backgroundMr R purchased the Audi on 4 December 2013 for £15,000 and £30,000 part exchange on a Bentley. On 8 De... (2 pages)View decision -
Decision Reference DRN-3631259
19 Oct 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3631259 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard didn’t close his credit card account correctly. He continued to receive statements and was able to access the account online. He asks for an apology and to be properly compensated. What happened Barcl... (2 pages)View decision -
Decision Reference DRN6853227
8 Dec 2015 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs M’s complained that Advantage Insurance Company Limited recorded two claims against her motor insurance policy instead of one. This has increased her premiums. backgroundMr M is a named driver on his wife’s policy. He was involved in an accident which led to a con... (2 pages)View decision -
Decision Reference DRN0083383
4 Jul 2016 One Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that One Insurance Limited (One Insurance) cancelled her motor insurance policy from the start (voided it) and wouldn’t pay her claim. She wants it to pay this claim.backgroundMs W’s car was stolen in late January; it was then recovered by the polic... (2 pages)View decision -
Decision Reference DRN5526058
15 Oct 2015 Carole Nash Insurance Consultants Ltd Not upheldInsurance (excluding PPI)Mr G complained that when he took out his motorcycle insurance policy his broker, Carole Nash Insurance Consultants Ltd, made a mistake which increased his premium.backgroundMr G took out his motorcycle policy over the phone. When he received his policy papers he notic... (2 pages)View decision -
Decision Reference DRN1758628
5 Feb 2015 Bank of Scotland Plc Not upheldBanking and creditMiss H complains that Bank of Scotland plc (trading as Halifax) dealt unfairly with her in closing her accounts and registering information about her with a fraud prevention database.backgroundMiss H held current and savings accounts with Halifax. She says that, without realising that ... (2 pages)View decision
