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 4361 results
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Decision Reference DRN-1467175
5 Mar 2020 Kindertons Ltd UpheldClaims ManagementDRN-1467175 The complaintMiss P is unhappy about the way Kindertons have handled her claim for accident damage to her car. What happenedIn early September 2019, Miss P was involved in a road traffic accident. She said as she was turning right to join a queue of traffic, the car in front re... (3 pages)View decision -
Decision Reference DRN4370781
14 Jun 2019 Markel International Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs J, a director of S Ltd, complains that Markel International Insurance Company Limited (“Markel”) have unfairly declined her company’s claim for legal expenses. backgroundS Ltd, a residential family centre, holds a social welfare insurance policy with Markel. In June 2... (5 pages)View decision -
Decision Reference DRN-4965581
11 Sep 2024 U K Insurance Limited Not upheldInsuranceDRN-4965581 The complaint Mr U complains about his motor insurance policy with U K Insurance Limited. Reference to UKI includes its agents. What happened In summary, in November 2023, Mr U took out a motor insurance policy underwritten by UKI. Some months later, Mr U planned to change ... (3 pages)View decision -
Decision Reference DRN5727234
10 Oct 2014 Nationwide Building Society Not upheldBanking and creditMrs G, executor of the late Mrs K complains that Nationwide Building Society prevented her registration of a joint power of attorney and refused to allow her to register as executor of her late mother’s estate. She says that Nationwide’s actions prevented her from discovering misappropria... (4 pages)View decision -
Decision Reference DRN2287373
11 Aug 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mrs F has complained that One Call Insurance Services Limited unfairly cancelled her motor insurance policy.background Mrs F bought a motor policy through a broker, One Call. She didn’t mention a notification only incident from 2013, so the insurer wanted Mrs F to provide... (2 pages)View decision -
Decision Reference DRN-4250435
12 Oct 2023 Volvo Car UK Limited Not upheldConsumer CreditDRN-4250435 The complaint Mr F complains that Volvo Car UK Limited trading as Care by Volvo UK (CVUK) unfairly charged him an excess mileage charge when his new car was delayed. What happened Mr F entered into a hire agreement with CVUK in May 2021. In February 2022, he told CVUK that he w... (3 pages)View decision -
Decision Reference DRN7440082
4 Mar 2016 1st Credit Limited Not upheldBanking and creditMs M complains that 1st Credit Limited wrongly refuses to remove adverse data registered on her credit file.backgroundMs M owed debts to a bank.1st Credit bought the debts and took legal proceedings against Ms M to recover the money. Ms M says that 1st Credit fail... (2 pages)View decision -
Decision Reference DRN2542095
21 Jul 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs R is unhappy that Admiral Insurance Company Limited wants to recover from her the third party costs it’s paid out following a claim under her multi car motor insurance policy.backgroundMrs R rang Admiral to add insurance cover for her daughter to drive car A. But... (2 pages)View decision -
Decision Reference DRN-4019961
1 Aug 2023 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4019961 The complaint Mr N has complained about his experience when using the banking app for his account with The Co-operative Bank Plc (‘The Co-op’). What happened Mr N registered for The Co-op’s banking app. He wanted to use biometric authentication so that he could log into his acc... (4 pages)View decision -
Decision Reference DRN3938427
21 Nov 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss A’s complained that U K Insurance Limited– trading as Churchill Insurance –refused to apply its uninsured driver promise under her motor insurance policy when she made a claim.Mr A is representing Miss A in her complaint.backgroundMiss A reported an incident to her... (2 pages)View decision
