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 4790 results
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Decision Reference DRN-2722879
15 Jun 2021 Ascent Performance Group Limited Not upheldMortgagesDRN-2722879 The complaint Mr B complains that Ascent Performance Group Limited didn’t act fairly when he repaid a shared equity loan. Ascent administers the loan on behalf of the lender. He asks that it assists in updating his property title. What happened Mr B repaid a shared equity loan ... (2 pages)View decision -
Decision Reference DRN-1800432
28 May 2020 Kindertons Ltd Not upheldClaims ManagementDRN-1800432 The complaintMr W is unhappy with the price he’d received from Kindertons Ltd for his van, after it’d been written off in a road traffic accident. What happenedMr W’s van was involved in a non-fault road traffic accident in November 2019. Kindertons were instructed to manage th... (2 pages)View decision -
Decision Reference DRN-3872556
6 Feb 2023 Skyfire Insurance Company Limited Not upheldInsuranceDRN-3872556 The complaint Mr S complains about how Skyfire Insurance Company Limited dealt with a claim on his car insurance policy. What happened Mr S’s car was damaged, so he claimed on his policy with Skyfire. Skyfire accepted the claim and deemed Mr S’s car as what is known as a “total... (2 pages)View decision -
Decision Reference DRN-3431591
16 May 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3431591 The complaint Mr G complains that a call handler acting on behalf of Aviva Insurance Limited spoke to him rudely following a claim he had made under his motor insurance policy. What happened Mr G reported an incident in August 2021 when his vehicle was damaged. Aviva arranged f... (2 pages)View decision -
Decision Reference DRN8943983
7 Mar 2017 FCE Bank Plc Not upheldBanking and creditMr M complains that a car he bought through a hire purchase agreement with FCE Bank plc (trading as Ford Credit ((Ford) wasn’t the model specified on his agreement. He wants the right car, a refund or a reduction in his payments.backgroundMr M says he bought a use... (2 pages)View decision -
Decision Reference DRN3765996
15 Oct 2018 Equifax Limited Not upheldBanking and creditMrs N complains that EQUIFAX LIMITED didn’t protect her personal details. And it took a long time before it told her there was a problem.background In May 2017 Equifax’s parent company was the subject of a cyber attack and the attackers gained access to some of Mrs N’s... (3 pages)View decision -
Decision Reference DRN8696082
26 Sep 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain about how U K Insurance Limited, trading as Direct Line (UKI), has recorded a claim Mrs C made on her car insurance policy with it.backgroundMr and Mrs C both held car insurance policies with UKI. Mrs C was a named driver on Mr C’s policy.In Septe... (2 pages)View decision -
Decision Reference DRN-2894783
6 Sep 2021 Covea Insurance plc Not upheldInsuranceDRN-2894783 The complaint Mr G complains that Covea Insurance plc didn’t tell him that a marker would still be recorded against his motor insurance policy on the Claims and Underwriting Exchange (CUE) database after he had repaid his claim. He wants the marker removed or compensation for t... (2 pages)View decision -
Decision Reference DRN8618559
26 Jan 2019 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr D complains that Liverpool Victoria Insurance Company Limited (LV) declined to pay his claim on his motor insurance policy following an accident. He wants it to pay the £5,000 claim.backgroundMr D said a van hit his car but he was unable to get the van’s details... (2 pages)View decision -
Decision Reference DRN6714251
18 Mar 2016 Lloyds Bank PLC Not upheldBanking and creditMiss W has complained that Lloyds Bank PLC mis-sold a Silver packaged bank account to her in 2008. She pays a monthly fee for the account, which offers a number of benefits in return.Miss W has used a claims management company (CMC) to bring her complaint to us. b... (2 pages)View decision