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 4393 results
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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 DRN9046250
28 Mar 2019 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr M is complaining about the customer service he’s received from Advantage Insurance Company Limited (Advantage) on his car insurance policy.backgroundMr M had a car insurance policy with Advantage for a number of years. In April 2015 he was involved in a non-fault ... (5 pages)View decision -
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-4429278
25 Oct 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4429278 The complaint Mr O complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie contribution of Elysian Fuels shares into his self- invested personal pension (SIPP) without undertaking appropriate due diligence, e... (5 pages)View decision -
Decision Reference DRN0109885
19 Aug 2015 John Lewis Financial Services Limited Not upheldBanking and creditMr H complains that John Lewis Financial Services Limited unfairly recorded his credit card account as being in default when he suffered temporary financial difficulty. backgroundMr H says he contacted John Lewis in October 2009 to ask if he could make reduced payment... (3 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 DRN8593880
5 Apr 2019 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mrs B has complained that Advantage Insurance Company Limited incorrectly recorded a claim against her car insurance policy.All references to Advantage include its agents.backgroundMrs B’s car insurance policy is underwritten by Advantage. On 12 November 2018 Advantage wrot... (3 pages)View decision -
Decision Reference DRN6101219
15 May 2019 Southern Rock Insurance Company Limited Not upheldInsurance (excluding PPI)Miss S complains that Southern Rock Insurance Company cancelled her motor insurance policy from the start (voided it) as it said she had misrepresented information important to it. Miss S is represented in this matter by her lawyer, Mr S. backgroundMiss S was involved ... (2 pages)View decision -
Decision Reference DRN9228042
17 Jun 2016 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G complains about the valuation that Advantage Insurance Company Limited placed on his car under his motor insurance policy after it was deemed a total loss. He’s also unhappy with the claims process. He wants it to increase the valuation. He is represented in this... (3 pages)View decision
