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 4422 results
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Decision Reference DRN-5068090
27 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5068090 The complaint Miss S complains about Admiral Insurance (Gibraltar) Limited’s handling of her car insurance policy. What happened Miss S had a car insurance policy with Admiral. In August 2023, she made an amendment to her policy online, which involved a change in the car reg... (3 pages)View decision -
Decision Reference DRN-2894823
14 Jul 2021 Equifax Limited Not upheldConsumer CreditDRN-2894823 The complaint Ms Z complains that Equifax Limited isn’t reporting the correct date of registration for the electoral roll on her credit file. What happened Ms Z has told us she moved to her current property in 1981. Ms Z’s Equifax credit file says she registered on the electora... (2 pages)View decision -
Decision Reference DRN-4050287
13 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4050287 The complaint Mr O complains AXA Insurance UK Plc has handled his motor insurance claim poorly. What happened In April 2022 Mr O’s parked vehicle was involved in a collision with a lorry. He feels the third party driving the lorry was at fault. The driver left the scene without... (3 pages)View decision -
Decision Reference DRN-3339541
16 Mar 2022 Think Insurance Services Limited Not upheldInsuranceDRN-3339541 The complaint H – a company – has complained that Think Insurance Services Limited (Think Insurance), made a mistake when setting up its commercial motor insurance policy, which resulted in one of its cars being seized by the police and destroyed. What happened In January 2021 ... (3 pages)View decision -
Decision Reference DRN4810679
24 Jul 2017 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr M’s complained that Aviva Insurance Limited caused delay when it dealt with a claim he made under his car insurance policy. backgroundMr M made a claim to his insurer, Aviva after his car was hit by a third party. His wife gave Aviva the registration details of ... (2 pages)View decision -
Decision Reference DRN0726590
30 Jan 2018 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mrs P has complained that Be Wiser Insurance Services Ltd recorded the registration number of her new car incorrectly when she called to insure it and that this led to her being stopped for driving without insurance and having her car impoundedBackgroundMrs P called Be... (3 pages)View decision -
Decision Reference DRN-3314895
30 Jun 2023 Covea Insurance plc Not upheldInsuranceDRN-3314895 The complaint A company which I’ll refer to as T, complains that Covea Insurance plc (Covea) unfairly declined a claim for loss of registration and crisis containment under its Nursery Care insurance policy. What happened The background to this complaint is known to both partie... (4 pages)View decision -
Decision Reference DRN3934599
26 Sep 2017 Hitachi Capital (UK) Plc UpheldBanking and creditMr T complains that Hitachi Capital (UK) Plc refused to let him unwind his loan to purchase a cherished number plate without paying the sum agreed.backgroundOn 3 September 2016 Mr T placed an online order with the supplier, which I will call N, for a cherished number ... (5 pages)View decision -
Decision Reference DRN7069810
28 May 2014 BISL Limited Not upheldInsurance (excluding PPI)Mr O complains that BISL Limited incorrectly recorded his vehicle’s registration mark when he changed the insured vehicle on his motor insurance policy.backgroundMr O called BISL to advise it that he had changed his vehicle. BISL inputted his vehicle’s registration mark by entering a lett... (2 pages)View decision -
Decision Reference DRN-5725608
6 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5725608 The complaint Ms G complains about how Nationwide Building Society (NBS) treated her when a Power of Attorney (POA) was registered with them. The complaint has been brought on behalf of Ms G by Mr G, the attorney. What happened The details of this complaint are well known t... (2 pages)View decision
