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 4395 results
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Decision Reference DRN-4014064
22 May 2023 One Insurance Limited Not upheldInsuranceDRN-4014064 The complaint Mr B complained that One Insurance declined a theft claim under his motor insurance policy. What happened When Mr B made a claim after his car was stolen, One Insurance discovered that Mr B wasn’t the car’s owner and registered keeper at all. Instead that was a li... (2 pages)View decision -
Decision Reference DRN-2980181
18 Aug 2021 NewDay Ltd Not upheldConsumer CreditDRN-2980181 The complaint Mr S says that a default was recorded on his credit file later than it should have been. As a result, it will remain on his file for some time after it should have been removed. Mr S says NewDay Ltd is responsible, for reasons which I shall explain. What happened ... (3 pages)View decision -
Decision Reference DRN0967119
20 Dec 2017 NewDay Ltd UpheldBanking and creditMr J complains that NewDay Ltd (NewDay) registered a default notice on his credit file without telling him and won’t remove it. backgroundMr J opened a credit card account with NewDay in 2000. Unfortunately, in 2012, Mr J started to experience some financial difficu... (2 pages)View decision -
Decision Reference DRN3582562
13 Sep 2019 James Hay Administration Company Ltd Not upheldInvestment and pensionsMr W has complained about James Hay Administration Company Ltd. He is unhappy with the delay in the transfer of his James Hay Self Invested Personal Pension (SIPP) to a new SIPP provider. He was particularly concerned over the delays between 5 March 2018 and 9 April 2018 during which time ... (3 pages)View decision -
Decision Reference DRN2398330
19 Jan 2017 Barclays Bank Plc UpheldBanking and creditMr and Mrs B say they received very poor customer service from Barclays Bank Plc when they had a problem with their bank cards, including delaying in sending out their new cards and failing to acknowledge the Powers of Attorney they’d signed.backgroundAround July 2016... (3 pages)View decision -
Decision Reference DRN-4325873
27 Nov 2023 U K Insurance Limited Not upheldInsuranceDRN-4325873 The complaint Ms D complains U K Insurance Limited trading as Churchill Car Insurance (UKI) unfairly cancelled her motor insurance policy. What happened In May 2023, Ms D took out a policy with UKI to start in June 2023. A condition of the policy was she needed to download and ... (3 pages)View decision -
Decision Reference DRN-5485189
11 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5485189 The complaint Mrs M complains that Admiral Insurance (Gibraltar) Limited did not give her a fair value for her car when it settled a claim on her motor insurance policy. She told us that to buy a comparable replacement car she’s had to take out a loan to cover the shortfall.... (3 pages)View decision -
Decision Reference DRN6741385
8 Jun 2015 Arrow Global Limited Not upheldBanking and creditMr A complains that Arrow Global Limited is pursuing him for a debt which he has already paid off and that a default is wrongly recorded on his credit record about it.backgroundMr A had a store card account run by a credit card company (which I shall call B). In 20... (2 pages)View decision -
Decision Reference DRN-5353557
3 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5353557 The complaint Ms B complains that U K Insurance Limited (“UKI”) mishandled her claim on her breakdown insurance policy. What happened Ms B had a hybrid electric car that had first been registered in late January 2019. Ms B acquired the car not later than early February 2021... (3 pages)View decision -
Decision Reference DRN-4563297
12 Jun 2024 Wakam Not upheldInsuranceDRN-4563297 The complaint Mr I complains Wakam unfairly avoided his motor insurance policy and declined his claim. What happened In March 2023 a short term Wakam motor insurance policy was taken out in Mr I’s name. Shortly after the ‘insured car’ was severely damaged by fire. Mr I claimed ... (3 pages)View decision
