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 DRN0687192
4 Aug 2017 BMW Financial Services (GB) Limited Not upheldBanking and creditMr H complains that BMW Financial Services (GB) Limited made a mistake in the mileage allowance in the finance agreement he entered into. He also disputes the charges applied since he tried to terminate the agreement.backgroundMr H says when he entered into an agreeme... (5 pages)View decision -
Decision Reference DRN7410127
30 Oct 2015 DAS Legal Expenses Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B’s complaint is about the handling of his legal expenses insurance claim byDAS Legal Expenses Insurance Company Limited.backgroundI issued a provisional decision on this matter in October 2015, part of which is copied below:“Mr B owns a garage specialising in high ... (5 pages)View decision -
Decision Reference DRN-4659155
11 Apr 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4659155 The complaint The Estate of Mr H (The Estate) complains about how Liverpool Victoria Insurance Company Limited (LV) dealt with a claim for the loss of its vehicle under a motor insurance policy. Any reference to LV in this decision includes their agents. This complaint was firs... (5 pages)View decision -
Decision Reference DRN6130878
7 May 2020 Curtis Banks Limited Not upheldInvestment and pensionsMr W, Mr M and Mr B agreed to jointly purchase a commercial property using their individual self-invested personal pension (SIPP) schemes. Curtis Banks Limited (“Curtis Banks”) was the operator of their SIPPs and the administrator for HMRC purposes. Mr W, Mr M and Mr B complain about the l... (6 pages)View decision -
Decision Reference DRN-4560412
21 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4560412 The complaint Mr O has complained that Advantage Insurance Company Limited undervalued his car when he made a claim under his motor policy following the theft of his car. He also complained that Advantage made him forward documents to it more than once throughout his claim. Wha... (4 pages)View decision -
Decision Reference DRN-4274665
1 Aug 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4274665 The complaint Mr R complains that AA Underwriting Insurance Company Limited (“AA”) mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a premium-brand car, first registered in early 2014. Mr R acquired it in 2017 ... (6 pages)View decision -
Decision Reference DRN2564490
5 Apr 2019 Bank of Ireland (UK) Plc Not upheldBanking and creditMr F complains that Bank of Ireland (UK) Plc (trading as Post Office Money) will not accept a certified copy of a Lasting Power of Attorney.To settle matters he’d like Post Office Money to accept the document he’s provided.backgroundMr F sent a certified copy of a la... (2 pages)View decision -
Decision Reference DRN-4160461
17 Jul 2023 Skyfire Insurance Company Limited Not upheldInsuranceDRN-4160461 The complaint Mr H complains that Skyfire Insurance Company Limited (Skyfire) avoided his motor insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr H took out a motor insurance policy with Skyfire after obtaining a quote for a new ... (3 pages)View decision -
Decision Reference DRN-3164989
6 Dec 2021 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3164989 The complaint Miss W complains about Royal & Sun Alliance Insurance Limited (RSA) declining her motor insurance claim and avoiding her policy, in respect of a stolen vehicle. References to RSA include their agents who administer the policy. What happened Miss W took out a m... (3 pages)View decision -
Decision Reference DRN-2684020
6 Apr 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2684020 The complaint Miss T complains that Mercedes-Benz Financial Services UK Limited applied unfair end of contract charges for damage to the vehicle she’d acquired on a finance agreement it supplied. She wants the charges to be cancelled. What happened Miss T tells us that she retu... (3 pages)View decision
