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-5625414
24 Jun 2025 Experian Limited UpheldConsumer CreditDRN-5625414 The complaint Miss W complains Experian Limited incorrectly updated her address on her credit file. What happened Around December 2024 Miss W says she was notified by Experian to a change on her credit file and reduction to her credit score. On review she says she found her ... (5 pages)View decision -
Decision Reference DRN8132181
9 Jul 2019 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr W complains about poor claims handling by Acromas Insurance Company Limited("Acromas") when his car was badly damaged in an accident and he claimed under hismotor insurance policy with Acromas.backgroundI issued a provisional decision on this complaint on 26 June 2019. Mr W sa... (5 pages)View decision -
Decision Reference DRN8952069
7 Sep 2015 The Co-operative Bank Plc Not upheldBanking and creditMr and Mrs M complain that The Co-operative Bank Plc trading as Britannia (“Britannia”) lost the title deeds for their property. They want Britannia to pay for them to get advice about how to protect their property and to take action, and pay compensation.background... (2 pages)View decision -
Decision Reference DRN4151339
28 Jun 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs P is unhappy with the way Admiral Insurance Company Limited has handled her claim under her motor insurance policy. Mr P is Mrs P’s representative in this complaint.backgroundIn August 2016 Mrs P was involved in a road traffic accident which wasn’t her fault. Mr... (2 pages)View decision -
Decision Reference DRN4708960
7 Mar 2017 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mrs and Mr A complain about the way in which Tesco Underwriting Limited dealt with their claim, after their car was written off in an accident on 27 October 2016. They say: There was a delay in Tesco telling them the car was a category B total loss; Tesco didn’t ke... (2 pages)View decision -
Decision Reference DRN-2345843
29 Dec 2020 Covea Insurance plc Not upheldInsuranceDRN-2345843 The complaint Ms C had a motor insurance policy with Covea Insurance plc in 2018 when her car was written-off in an accident. She complains about the poor service she got from it afterwards. What happened Although the policy covered her for a ‘new for old’ replacement car, Ms C... (2 pages)View decision -
Decision Reference DRN-4662335
12 Mar 2024 Wakam Not upheldInsuranceDRN-4662335 The complaint Mr A complains Wakam unfairly recorded a motor insurance claim against him and increased his monthly premiums. Wakam’s been represented by agents for the claim and complaint. For simplicity I’ve referred to actions of agents as being Wakam’s own. Mr A’s been repre... (2 pages)View decision -
Decision Reference DRN-5451484
2 Jul 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5451484 The complaint Mr and Mrs D have complained that BUPA Insurance Limited won’t agree for Mrs D to see a particular therapist under a claim made on a private medical insurance policy. As it is Mrs D leading on the complaint, I will mostly just be referring to her in this decis... (3 pages)View decision -
Decision Reference DRN-4153822
29 Sep 2023 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4153822 The complaint Mr O complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into his self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensuring... (5 pages)View decision -
Decision Reference DRN-4004867
31 Mar 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4004867 The complaint A company, which I’ll refer to as “C”, complains that National Westminster Bank Plc (“NatWest”) set up its business loan in the name of another company. One of C’s directors, Mr P, brings the complaint on the company’s behalf. What happened C was incorporated in M... (5 pages)View decision
