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 4385 results
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Decision Reference DRN-3292857
4 Mar 2022 One Sure Insurance Limited Not upheldInsuranceDRN-3292857 The complaint Mr O complains that One Sure Insurance Limited mishandled his commercial vehicle insurance policy. Where I refer to One Sure, I include employees and others insofar as I hold One Sure responsible for their acts or omissions. What happened One Sure acted as an inte... (3 pages)View decision -
Decision Reference DRN-4776642
16 May 2024 Credit Karma UK Limited Not upheldConsumer CreditDRN-4776642 The complaint Miss A complains that her Credit Karma UK Limited credit score was too low because her electoral roll registration wasn’t recorded. Miss A also complains about the service provided by Credit Karma after she highlighted the issue. What happened In October 2023 Miss... (2 pages)View decision -
Decision Reference DRN8797670
19 Apr 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr F has complained that The Royal Bank of Scotland Plc (“RBS”) mis-sold a Royalties Gold packaged bank account to him in 2012. He’s used a Claims Management Company (“CMC”) to make his complaint.backgroundOne of our adjudicators looked at Mr F’s complaint already an... (2 pages)View decision -
Decision Reference DRN4168365
5 Mar 2020 Hitachi Capital (UK) Plc Not upheldBanking and creditMr G is unhappy with the way Hitachi Capital (UK) Plc handled two fraudulent loan applications made in his name. backgroundIn June 2018 Hitachi received an online application for a £4,000 loan, apparently from Mr G. In fact, Mr G hadn’t made the application; a fraudster had, using some of ... (2 pages)View decision -
Decision Reference DRN-4413361
8 Jan 2024 Premier Insurance Company Limited Not upheldInsuranceDRN-4413361 The complaint Mr H and Mrs H have complained that Premier Insurance Company Limited avoided (treated it as if it never existed) their motor insurance policy and refused to pay their claim for damage to their car. What happened Mr H made a change of car through his broker’s onli... (2 pages)View decision -
Decision Reference DRN-4456130
14 Nov 2023 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4456130 The complaint Miss G is unhappy with the service she received from AA Underwriting Insurance Company Limited (the AA) after she reported her car had been hit by a third party. What happened In December 2021 Miss G’s vehicle was parked and unattended when it was hit by a third-p... (3 pages)View decision -
Decision Reference DRN9791060
19 Apr 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs C complains that Ageas Insurance Limited hasn’t recovered her excess after she was in an incident and a claim was made on her motor insurance policy. She’s unhappy that Ageas said she would be considered at fault for the incident and it won’t take the matter ... (2 pages)View decision -
Decision Reference DRN-4755567
7 May 2024 Credit Karma UK Limited Not upheldConsumer CreditDRN-4755567 The complaint Mr M complains that Credit Karma UK Limited sent him marketing emails despite being aware of his communication preferences. What happened Mr M recently signed up for an account with Credit Karma. During the registration process, Mr M confirmed he didn’t want to re... (2 pages)View decision -
Decision Reference DRN2784048
28 Jun 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M complain they were misled by Aviva Insurance Limited when they made a claim on their motor insurance.backgroundMr and Mrs M say they were given misleading advice by Aviva when they spoke to its representative after an accident. They say they were led ... (2 pages)View decision -
Decision Reference DRN6667315
30 Mar 2019 Alliance Trust Savings Limited UpheldInvestment and pensionsMr S complains that Alliance Trust Savings Limited delayed the transfer of his Self-Invested Personal Pension (SIPP).backgroundOn 4 July 2017 Mr S completed the paperwork to open an ATS SIPP and for his existing pension to be transferred. The transfer was finally compl... (2 pages)View decision
