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 DRN1459686
12 Oct 2016 Home Retail Group Card Services Limited Not upheldBanking and creditMiss S complains about a default Home Retail Group Card Services Limited (trading as Argos) recorded on her credit file. She says it’s made an error. The default isn’t a true reflection of the way she’s managed her account. She wants it removed. backgroundArgos s... (3 pages)View decision -
Decision Reference DRN3261514
31 Oct 2019 Covea Insurance plc Not upheldInsurance (excluding PPI)Mr J complains that Covea Insurance plc has refused to pay for a damaged wall, under his buildings insurance policy.backgroundThe outside wall at Mr J’s property was damaged. He thinks the cause was an impact from a car or a van. He was ordered by the Council earlier this year to take some... (3 pages)View decision -
Decision Reference DRN-4291887
5 Sep 2023 Astrenska Insurance Limited Not upheldInsuranceDRN-4291887 The complaint Mr and Mrs R are unhappy with the way Astrenska Insurance Limited trading as Collinson Insurance handled their claim. What happened Mr and Mrs R planned a road trip across Europe for Mr R’s birthday. They’d planned the trip, which took place in July 2022, and incl... (2 pages)View decision -
Decision Reference DRN2557385
24 Sep 2015 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr G complains that Tesco Underwriting Limited cancelled his motor insurance policy from the start (voided it), and declined his claim. It says this is because he wasn’t the car’s registered owner or keeper. He wants it to pay his claim. background Mr G said that he ... (3 pages)View decision -
Decision Reference DRN-2743199
25 Jun 2021 Close Brothers Limited Not upheldConsumer CreditDRN-2743199 The complaint Mrs J, who is represented by her son, Mr J, complains that Close Brothers Limited mis-sold her a conditional loan agreement to acquire a car. What happened Mr J wished to acquire a car to use as a minicab. He says that when he applied for finance this was declined... (3 pages)View decision -
Decision Reference DRN3485336
14 May 2013 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr K has complained that Swinton Group Ltd incorrectly advised him that after his car was scrapped, his policy could continue so he would still benefit from the ‘driving other cars’ extension under the policy, which allows the insured person to drive vehicles not owned or hired by hi... (3 pages)View decision -
Decision Reference DRN-4842942
16 Sep 2024 Experian Limited Not upheldConsumer CreditDRN-4842942 The complaint Mr S complains about the information recorded on his Experian Limited credit file in relation to mortgages in his name. What happened Mr S has three mortgage accounts showing on his credit file with Experian. Two mortgages are registered by a business I’ll refe... (2 pages)View decision -
Decision Reference DRN-4077191
5 May 2023 West Bay Insurance Plc Not upheldInsuranceDRN-4077191 The complaint Mr L has complained about the amount West Bay Insurance Plc paid in settlement of a claim he made under his commercial motor insurance (van) policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full... (3 pages)View decision -
Decision Reference DRN-2726609
30 Mar 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2726609 The complaint Miss M had a motor insurance policy with Admiral Insurance Company Limited. She complains that it provided poor service to her and increased her premium unfairly. What happened Miss M’s car was damaged by a truck owned by ‘firm Y’ and the driver left the scene wi... (2 pages)View decision -
Decision Reference DRN-1781387
5 Nov 2020 Admiral Insurance Company Limited UpheldInsuranceDRN-1781387 The complaint Mr D complains that Admiral Insurance Company Limited caused additional damage to his vehicle whilst it was under its control. For ease, any reference to Admiral also includes its agents. What happened When abroad on holiday during the summer of 2019, Mr D’s vehic... (3 pages)View decision
