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-2299955
9 Nov 2020 Allianz Insurance Plc UpheldInsuranceDRN-2299955 The complaint Mrs C is unhappy that Allianz Insurance Plc settled a third party claim under her motor insurance policy, which she says she wasn’t involved in. She says Allianz didn’t originally tell her about this which led to her insuring her car with another insurer without d... (6 pages)View decision -
Decision Reference DRN4303340
20 Sep 2017 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Miss C is unhappy because AXA Insurance UK Plc won’t apply the ‘Uninsured Driver Promise’ to a recent claim.All references to AXA include its claims handlers. backgroundMiss C had an accident while reversing out of a parking space. After investigation by AXA it was ... (2 pages)View decision -
Decision Reference DRN-5044665
8 Nov 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5044665 The complaint Mr M complains about how his insurer, West Bay Insurance Plc (West Bay).dealt with a third party claim made against him under his motor insurance policy. References to West Bay in this decision include their agents. This decision covers Mr H’s complaint to th... (4 pages)View decision -
Decision Reference DRN5510053
8 Apr 2015 Nationwide Building Society Not upheldBanking and creditMr and Mrs G complain that Nationwide Building Society lost their deeds and didn’t return them at the end of their mortgage term.our initial conclusionsOur adjudicator thought Nationwide’s offer of £150 compensation reasonable.my final decisionTo decide what is fair and reasonabl... (2 pages)View decision -
Decision Reference DRN2216622
29 Feb 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr D’s complaint is about the registration by Royal & Sun Alliance Insurance Plc of a claim under his Let Property Policy. backgroundMr D called RSA’s agent because he didn’t have a copy of his policy and wanted to understand whether he could make a claim for... (2 pages)View decision -
Decision Reference DRN2188776
28 May 2013 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K has complained about the issues that have arisen following his accident and claim on his motor policy. A County Court Judgement (CCJ) had been registered against him due to the delay by Advantage Insurance Company Limited in the settlement of the third party’s claim. A High Cour... (2 pages)View decision -
Decision Reference DRN0066215
24 Jul 2019 Equifax Limited Not upheldBanking and creditMr H is unhappy with the level of customer service provided by Equifax Limited after they continued to contact him when he no longer required their services. backgroundAfter noticing his credit score had lowered when using another credit reference agency. Mr H applied for an online subscri... (2 pages)View decision -
Decision Reference DRN8289160
28 May 2015 Hastings Insurance Services Ltd Not upheldInsurance (excluding PPI)Miss K has complained that Hastings Insurance Services Ltd won’t refund any of the money she paid for car insurance even though her policy was cancelled from when it started.backgroundOn 30 October 2013 a policy was applied for online and paid for using Miss K’s c... (2 pages)View decision -
Decision Reference DRN2645112
31 Mar 2016 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank plc has incorrectly registered adverse information on his credit file.backgroundMr B says that HSBC recorded a default on his account in late 2010 but it should have been recorded earlier than this because he was in financial difficulties... (2 pages)View decision -
Decision Reference DRN-3852220
17 Jan 2023 Skyfire Insurance Company Limited Not upheldInsuranceDRN-3852220 The complaint Mrs X complains that Skyfire Insurance Company Limited relied on a fraudulent invoice when settling her car insurance claim. What happened Mrs X complained after receiving a copy of the repair invoice from Skyfire. Mrs X disputes the total figure on the invoice an... (2 pages)View decision
