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 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 DRN7495858
11 Sep 2019 One Sure Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains after his motor insurance policy, bought through One Sure Insurance Limited (“One Sure”), was cancelled after premium payments were missed. Mr J is unhappy with the service he received and feels that the policy terms and conditions were not followed. backgroundMr J bought a ... (2 pages)View decision -
Decision Reference DRN1883783
4 Dec 2019 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr B complains that Volkswagen Financial Services (UK) Limited (Volkswagen) set up a Hire Purchase Agreement using his personal not his business details. He would like the agreement transferred to his business.backgroundMr B says that in May 2017 he completed a proposal form to get finance... (3 pages)View decision -
Decision Reference DRN8121944
13 Feb 2017 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Ms L is unhappy Royal & Sun Alliance Insurance Plc (RSA) turned down a claim she made under a home insurance policy. backgroundIn 2012 Ms L took out buildings and contents insurance through a broker with RSA for ‘property A’. The policy allowed short term lets an... (2 pages)View decision -
Decision Reference DRN3797523
6 Sep 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R complains that U K Insurance Limited (trading as Privilege) has refused to provide cover for an accident where an associate of Mr R’s was driving the car. The associate wasn’t a named driver on Mr R’s car insurance policy.backgroundIn June 2015 Mr R’s car was invo... (2 pages)View decision -
Decision Reference DRN8175778
27 Oct 2015 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr and Mrs G of ‘Firm P’ complain that Society of Lloyd’s wrongly refused to meet a claim made on their specialist motor insurance policy.backgroundMr G bought a new vehicle on 27 November 2014. He sent a text message to his broker after business hours on Friday 2... (2 pages)View decision -
Decision Reference DRN0010540
28 Nov 2014 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mr Y complains that Acromas Insurance Company Limited handled a claim he made under his motor insurance policy inappropriately.backgroundMr Y made a claim after an object in the road from another vehicle impacted on the underside of his car. Acromas considered that the car’s immediate eng... (2 pages)View decision -
Decision Reference DRN5821802
28 Apr 2016 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains about the valuation that Advantage Insurance Company Limited (trading as Hastings Direct) placed on his car after it was deemed a total loss following an accident. He’s also unhappy it hasn’t made him an interim payment and that it didn’t provide a suita... (3 pages)View decision -
Decision Reference DRN0185672
20 Jan 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs A complains that in January 2004, The Royal Bank of Scotland Plc (RBS) mis-sold her a regular premium PPI policy in connection with her credit card application.backgroundOur adjudicator reviewed this case and did not find that RBS had mis-sold the PPI policy to Mrs A. Mrs A has reque... (3 pages)View decision -
Decision Reference DRN5671026
31 Jul 2013 FirstRand Bank Limited UpheldBanking and creditMrs T complains that FirstRand Bank Limited (MotoNovo) did not tell her about a traffic infringement notice it had received until the fine payable had increased from £60 to £350.30. backgroundMotoNovo received a traffic enforcement notice from H Council in June 2011 in respect of a ca... (2 pages)View decision
