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 4393 results
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Decision Reference DRN-2928507
27 Oct 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2928507 The complaint Ms R and Mr R are unhappy about AXA Insurance UK Plc’s handling of a claim they made under their Van insurance policy. As Mr R was involved in the incident and has been dealing with the matter, for ease I will mainly refer to him in this decision. What happened Wh... (4 pages)View decision -
Decision Reference DRN-2864136
29 Jun 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2864136 The complaint A company, which I’ll refer to as B, complains that Aviva Insurance Limited incorrectly dealt with a claim that was made against its mini fleet insurance policy. Mr M, who is a director of B, brings the complaint on B’s behalf. What happened The facts of the case... (2 pages)View decision -
Decision Reference DRN3742996
7 Oct 2019 Gefion Insurance A/S Not upheldInsurance (excluding PPI)Mr I complains that Gefion Insurance A/S cancelled his commercial motor insurance policy after he couldn’t provide all the documents it requested. He wants it to pay the extra costs of his new cover due to the cancellation. backgroundMr I was running a motor trade business buying and selli... (2 pages)View decision -
Decision Reference DRN4802359
2 Aug 2019 Furness Building Society Not upheldPayment protection insurance (PPI)Mr A says Furness Building Society mis-sold him a payment protection insurance (PPI) policy.backgroundThis complaint is about a monthly premium PPI policy taken out at the same time as Mr A applied for a mortgage. A third party broker arranged the mortgage, which included 12 months’ free P... (2 pages)View decision -
Decision Reference DRN2574732
7 Mar 2018 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mrs L complains that Tesco Underwriting Limited cancelled her motor insurance policy from the start (voided it) because it said she wasn’t the car’s registered owner and keeper. Mrs L is represented in this matter by her husband, Mr L. backgroundMrs L’s son took out... (2 pages)View decision -
Decision Reference DRN8188192
30 Sep 2014 National Westminster Bank Plc Not upheldBanking and creditMr G has complained about a holiday club membership he purchased in 2002. In summary he says: the discounts on holidays and flights were misrepresented to him; there was a breach of contract in relation to a reclaim of the cost of the membership.As a result, Mr G is making a claim agai... (2 pages)View decision -
Decision Reference DRN4043780
12 Jan 2018 BMW Financial Services (GB) Limited UpheldBanking and creditMiss P complains about several issues. She says BMW Financial Services (GB) Limited (BMW) has not provided a V5 registration document; charged her incorrectly for a Smartguard product; should’ve paid for her MOT under the TLC policy she took out; took too long to pr... (3 pages)View decision -
Decision Reference DRN1261554
5 Jun 2018 Lex Autolease Limited Not upheldBanking and creditMr T complains that the compensation Lex Autolease Ltd (“Lex”) have offered him, as a result of poor service, is insufficient.backgroundMr T has been represented at times by Miss H but for ease I have referred to Mr T, who has the hire agreement with Lex, through... (2 pages)View decision -
Decision Reference DRN-3904623
6 Feb 2023 Motorplus Limited UpheldInsuranceDRN-3904623 The complaint Mr C complains that Motorplus Limited didn’t log his claim on his motor insurance policy. He wants it to pay for his car repair. What happened Mr C called his insurer’s claims handler, Motorplus, to notify it of a damaged wingmirror on his car as required by his p... (2 pages)View decision -
Decision Reference DRN0369118
27 Jan 2015 Suzuki Financial Services Limited Not upheldBanking and creditMr D says that Suzuki Financial Services Limited (‘SFSL’) mis-sold a hire purchase agreement for a car. He said that the car was advertised with finance at 0% interest but when he saw the agreement he had signed this was not the case. He wants to cancel the finance and reject the car.bac... (2 pages)View decision
