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 4563 results
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Decision Reference DRN-3078589
16 Dec 2021 Aviva Insurance Limited Not upheldInsuranceDRN-3078589 The complaint D and D has complained that Aviva Insurance Limited (Aviva) undervalued its vehicle following a non-fault collision with a third-party vehicle. What happened D and D submitted a total loss claim on its commercial motor policy. After a re... (3 pages)View decision -
Decision Reference DRN-4845851
26 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4845851 The complaint Mr and Mrs S complain that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim under their legal expenses insurance policy. Where I refer to RSA, this includes the actions of its agents and claims handlers for which it takes responsibility... (3 pages)View decision -
Decision Reference DRN-5502785
8 May 2025 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5502785 The complaint Miss H and Mr A have complained that Mulsanne Insurance Company Limited avoided (treated it as if it never existed) their motor insurance policy and refused to pay their claim. What happened Miss H took out a motor insurance policy with Mulsanne through an onl... (3 pages)View decision -
Decision Reference DRN-4018861
17 Jul 2023 Skyfire Insurance Company Limited Not upheldInsuranceDRN-4018861 The complaint Mr A complains that Skyfire Insurance Company Limited mishandled his motor insurance policy. What happened In mid-October 2020, Mr A had been involved in an incident (according to the Claims Underwriting Exchange database). For the year from 22 June 2022, Mr A too... (4 pages)View decision -
Decision Reference DRN2594153
26 Mar 2019 Westwon Limited UpheldBanking and creditMs G complains about the credit broking service she received from WestWon Limited when she ordered a new car using a finance agreement. backgroundIn May 2018 Ms G enquired about leasing a car with WestWon. She received three quotes for three cars and replied stating ... (3 pages)View decision -
Decision Reference DRN1564524
23 Mar 2016 PQR Financial Planning Limited UpheldInvestment and pensionsMr K complains PQR Financial Planning Limited (PQR) failed to advise him to register for ‘enhanced protection’ which would’ve saved him from avoiding a tax liability on his pensions. backgroundIn 2006 PQR advised Mr K to transfer his two personal pensions into his ex... (3 pages)View decision -
Decision Reference DRN5209832
3 Feb 2018 Black Horse Limited UpheldBanking and creditMr M complained Black Horse Limited wouldn’t allow him to reject his new car which has had numerous faults since he bought it in 2016. background Mr M bought a new car in September 2016. He took out a hire purchase agreement with Black Horse, paying £425 a month fo... (3 pages)View decision -
Decision Reference DRN-3654685
30 Aug 2023 The St. David's Partnership UpheldPensions and AnnuitiesDRN-3654685 The complaint Mr C complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. The St. David's Partnership is responsible for answering this complaint and so to keep t... (12 pages)View decision -
Decision Reference DRN1246696
16 Apr 2020 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mr T has complained about Markerstudy Insurance Company Limited’s service after he claimed on his motor insurance policy.Reference to Markerstudy includes its agents.backgroundMr T’s car hit another while in a car park. He asked Markerstudy to repair the damage to his car. Mr T was very un... (5 pages)View decision -
Decision Reference DRN-4206694
28 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4206694 The complaint Mr S complains that Nationwide Building Society will not refund transactions he says he didn’t make or authorise. What happened Mr S is disputing over £15,000 of transactions made from his Nationwide current account between August and November 2022. The transactio... (5 pages)View decision
