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 4927 results
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Decision Reference DRN-2771617
3 Sep 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2771617 The complaint Mr T complained that AXA didn’t properly investigate his claim under his motor insurance policy, and this caused him financial loss. What happened Mr T’s car was parked in a supermarket car park when it was damaged by another car whose driver (the third party) lef... (2 pages)View decision -
Decision Reference DRN-3124158
15 Nov 2021 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-3124158 The complaint Mr K complains that Liverpool Victoria Insurance Company Limited (LV) avoided his car insurance policy (treated it like it never existed) and refused to pay his claim. Mr K is being represented by a relative, Mr G in his complaint. What happened Mr K took out a ca... (3 pages)View decision -
Decision Reference DRN0857597
11 Oct 2013 Skipton Building Society Not upheldBanking and creditMr B complains that Skipton Building Society did not register a legal charge over part of his property when he took out a mortgage. That means that the title to this part of the property is not in his name. Mr B wants the society to register the land in his name.backgroundMr B app... (2 pages)View decision -
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 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 DRN-2074514
23 Oct 2020 Covea Insurance plc UpheldInsuranceDRN-2074514 The complaint Mrs H has complained about Covea Insurance Company Limited’s actions in connection with her motor insurance policy. Mrs H's relative, Mr H, has helped Mrs H in dealing with Covea and in bringing this complaint. But for ease of reading I'll refer to his c... (3 pages)View decision -
Decision Reference DRN0683853
28 May 2015 Chaucer Insurance Services Ltd Not upheldInsurance (excluding PPI)Mrs K has complained that Chaucer Insurance Services Ltd unfairly cancelled her motor insurance policy.backgroundMrs K bought a motor insurance policy from Chaucer and it started immediately. The following day, it wrote to Mrs K and asked her to send it the following... (3 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 DRN6333271
22 Feb 2017 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr M complains about a vehicle he acquired through a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS). He believes he was misled about the age of the vehicle and the remaining term of the manufacturer’s warranty.backgroundMr M took out ... (2 pages)View decision -
Decision Reference DRN2456336
16 Jun 2014 Holt Car Options Ltd Not upheldBanking and creditMr D complains about a finance agreement he took out through Holt Car Options Ltd so he could buy a car. He says the agreement was misrepresented to him and his signature was applied to one document without his knowledge. He is also unhappy about an insurance policy that was provided, ... (2 pages)View decision