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 4245 results
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Decision Reference DRN7765009
16 Jun 2017 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mr F’s complaint is about the handling of the cancellation of his motor insurance policy by Be Wiser Insurance Services Ltd.backgroundI issued a provisional decision on this matter in May 2017, part of which is copied below:“Mr F bought his policy in May 2016.In J... (5 pages)View decision -
Decision Reference DRN-4439877
19 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4439877 The complaint Mr G complains that HSBC UK Bank Plc (“HSBC”) failed to prevent the use of his identity for fraudulent applications which adversely affected his credit report. What happened Mr G reported that he first noted a problem with his financial situation when he saw two c... (5 pages)View decision -
Decision Reference DRN-2501428
22 Jan 2021 Motors Insurance Company Limited UpheldInsuranceDRN-2501428 The complaint Mr K complains that Motors Insurance Company Limited have declined his Guaranteed Asset Protection (GAP) insurance claim after his brand-new car was written-off following an accident. What happened In 2019 Mr K took possession of a brand-new car at his home addres... (5 pages)View decision -
Decision Reference DRN4786490
1 Jun 2018 Hiscox Insurance Company Limited Not upheldInsurance (excluding PPI)Mr T trading as P has complained that Hiscox Insurance Company Limited (Hiscox) refused to pay out on a claim he made on his camera insurance policy. background I issued a provisional decision on this complaint in January this year. An extract follows:“Mr T took out a ... (5 pages)View decision -
Decision Reference DRN-4492347
4 Mar 2024 Covea Insurance plc UpheldInsuranceDRN-4492347 The complaint Mr B has complained about the way Covea Insurance plc has dealt with an alleged claim against his motor policy as this has increased his premium substantially. What happened Mr B was offered a three-year fixed motor premium by a well-known insurance intermediary. ... (5 pages)View decision -
Decision Reference DRN-5395568
8 Apr 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5395568 The complaint Mrs R complain about the quality of service from their insurer, Acromas Insurance Company Limited (Acromas), under their breakdown cover in respect of breakdowns to their vehicle while on a trip overseas. References to Acromas in this decision include their ag... (5 pages)View decision -
Decision Reference DRN-5241913
16 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5241913 The complaint Mr A has complained that Advantage Insurance Company Limited unfairly cancelled his intended policy when it asked him to provide details of his No Claims Discount (NCD), driving licence and vehicle registration document – V5C (V5). References to Advantage incl... (5 pages)View decision -
Decision Reference DRN-4501389
27 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4501389 The complaint Mr S complains Tesco Personal Finance PLC trading as Tesco Bank sent him a new credit card but didn’t initially explain why. What happened When Mr S received a new credit card he believed it was because his existing credit card was due to expire. He’s then found o... (2 pages)View decision -
Decision Reference DRN7523240
24 Apr 2020 Revolut Ltd Not upheldBanking and creditComplaintMr O complains about the time it took Revolut Ltd to return funds when they closed his account. He’s also unhappy that when the funds were returned, certain fees had been deducted.BackgroundIn December 2018 Revolut carried out a review on Mr O’s account. As part of the review, Rev... (2 pages)View decision -
Decision Reference DRN3454109
13 Apr 2016 Octagon Insurance Company Limited Not upheldInsurance (excluding PPI)Miss B complains about the level of service provided by Octagon Insurance Company Limited when she made a claim under her motor insurance policy. She wants answers to her questions.backgroundMiss B was involved in an incident which she says wasn’t her fault. Octag... (3 pages)View decision
