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 DRN2705492
6 Mar 2014 Barclays Bank Plc Not upheldBanking and creditBarclays Bank PLC acquired Standard Life Bank. Mrs U says that when she paid off her Standard Life mortgage she was advised to leave her deeds with them for safekeeping. She now wants the deeds back because she may wish to sell the house, but neither Barclays nor Standard Life can ... (2 pages)View decision -
Decision Reference DRN4826646
15 Oct 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains that he got poor service from Aviva Insurance Limited after it recorded a fault claim against his motor insurance policy.background In May 2018 Aviva was told by a third party that Mr G’s car had been involved in an accident. The claim was recorded on... (2 pages)View decision -
Decision Reference DRN-3791110
14 Nov 2022 Domestic & General Insurance Plc Not upheldInsuranceDRN-3791110 The complaint Mr C has complained about Domestic & General Insurance Plc (D&G). He isn’t happy that it couldn’t tell him the date he registered his appliance under his cooker insurance policy. What happened Mr C took out his cooker insurance policy and he wanted to chec... (2 pages)View decision -
Decision Reference DRN6339730
21 Aug 2015 EUI Limited Not upheldInsurance (excluding PPI)Mr M complains that EUI Limited, trading as “Bell”, made mistakes in dealing with his request for written proof of his No Claims Discount (NCD).backgroundIn October 2014 Mr M called Bell to ask for written proof of his NCD. This was to give to his new insurer. Althou... (2 pages)View decision -
Decision Reference DRN2362113
4 Dec 2014 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Miss T complains that Tradewise Insurance Company Limited is proposing to accept liability, on her behalf, under her motor insurance policy for an accident for which she says she was not responsible. As a result, her insurance premiums have increased.backgroundIn January 2013, a third ... (2 pages)View decision -
Decision Reference DRN4835477
1 Mar 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Miss A complains that Admiral Insurance Company Limited has recorded a fault claim on the insurance database, CUE, for an accident that she says didn’t occur. She would like all record of the incident to be removed from it.backgroundIn June 2014 a woman reported to... (2 pages)View decision -
Decision Reference DRN-3154648
15 Nov 2021 esure Insurance Limited UpheldInsuranceDRN-3154648 The complaint Mr F complains that esure Insurance Limited held him at fault after another driver made a claim against his motor insurance policy. What happened Another driver claimed that Mr F had scraped her car and then fled the scene. Mr F denied this. esure had an independe... (3 pages)View decision -
Decision Reference DRN-4000141
31 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4000141 The complaint Ms W complains that Admiral Insurance (Gibraltar) Limited didn’t take reasonable steps to ensure her private licence plate wasn’t sold on with the rest of her written off vehicle, following a claim on her motor insurance policy. What happened In November 2021 Ms W... (3 pages)View decision -
Decision Reference DRN-3583483
13 Dec 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3583483 The complaint Mr P says The Prudential Assurance Company Limited (Prudential) is responsible for poor administration and handling of his personal pension arrangements. Specifically, it didn’t act on his instruction to increase his pension contributions and it subsequently faile... (4 pages)View decision -
Decision Reference DRN-5315587
7 Feb 2025 Standard Life Savings Limited UpheldInvestmentsDRN-5315587 The complaint Mr L complains about Standard Life Savings Limited (abrdn). He’s unhappy with how long it took them to transfer his holdings to another firm. What happened Mr L held investments with abrdn and in early 2023 he requested a transfer of his holdings to another fir... (4 pages)View decision
