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 4777 results
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Decision Reference DRN0621293
21 Oct 2014 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr K complains about the way Be Wiser Insurance Services Ltd has administered his motorinsurance policy and about the outstanding balance he has to pay upon its cancellation.backgroundMr K arranged a motor insurance policy through Be Wiser. He was sent the policydocuments. Some months l... (5 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-2214004
28 Sep 2020 Saga Services Limited UpheldInsuranceDRN-2214004The complaintMr W is unhappy because Saga Services Limited (Saga) updated his car insurance policy with the incorrect vehicle details meaning his car was uninsured. What happenedIn July 2018, Mr W purchased a car insurance policy sold by brokers, Saga. In September 2018, he chan... (4 pages)View decision -
Decision Reference DRN3355009
18 Jun 2015 Financial Administration Services Limited Not upheldInvestment and pensionsMrs T complains that Financial Administration Services Limited (“Fidelity”) isn’t able to transfer part of her Individual Savings Account (ISA) to another ISA manager. This wasn’t made clear in the original documentation.Mr T brings the complaint on Mrs T’s behalf.backg... (2 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 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 -
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 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 DRN4934265
24 Jan 2017 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs S have complained that AXA Insurance UK Plc turned down a claim on their caravan insurance policy.Mr and Mrs S have instructed a firm of solicitors to represent them. But, for ease, I’ll refer to the solicitor’s comments as being those of Mr and Mrs S.Re... (3 pages)View decision -
Decision Reference DRN-5302433
25 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5302433 The complaint Mr L, on behalf of Mr W, complains that Santander restricted access to Mr W’s account following the registration of a Court of Protection Order. What happened Mr L complains on behalf of Mr W in his capacity as Mr W’s deputy, as appointed by the Court of Prote... (3 pages)View decision