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 4777 results
-
Decision Reference DRN0726590
30 Jan 2018 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mrs P has complained that Be Wiser Insurance Services Ltd recorded the registration number of her new car incorrectly when she called to insure it and that this led to her being stopped for driving without insurance and having her car impoundedBackgroundMrs P called Be... (3 pages)View decision -
Decision Reference DRN0989392
21 Feb 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that U K Insurance Limited (”UKI”) made an error when it updated his car insurance policy. He also complains about the level of customer service he received.backgroundIn November 2015, a named driver on Mr M’s car insurance policy called UKI to update th... (2 pages)View decision -
Decision Reference DRN1630917
3 Oct 2019 EUI Limited Not upheldInsurance (excluding PPI)Mr J is unhappy EUI Limited had the incorrect vehicle registration number on his motorinsurance policy.backgroundThe background to this complaint, and my provisional findings, can be found in my provisional decision which I’ve attached below and which forms part of this final decision.In s... (3 pages)View decision -
Decision Reference DRN0286045
12 Aug 2014 HSBC Bank plc Not upheldBanking and creditMr and Mrs K complain that HSBC Bank Plc amended the registration of the ownership of their property from a tenancy in common to a joint tenancy when they remortgaged with HSBC in 2009. background Mr and Mrs K purchased their property in 2004 and instructed their solicitor to register ... (2 pages)View decision -
Decision Reference DRN-5844926
1 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-5844926 The complaint Miss N complains Ageas Insurance Limited (Ageas) didn’t agree to continue providing her with insurance under her motorcycle insurance policy following her changing her motorcycle’s registration. What happened The circumstances of this complaint will be well kno... (3 pages)View decision -
Decision Reference DRN-4695945
26 Mar 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4695945 The complaint Mr D complains about how Marshmallow Insurance Limited handled a claim against his motor insurance policy. Reference to Marshmallow includes its agents. What happened In summary, on 11 December 2022, Mr D was involved in an accident whilst driving. The repairs rep... (4 pages)View decision -
Decision Reference DRN-4942054
12 Sep 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4942054 The complaint Mr S complains about errors with the electoral roll registration date on his credit file with TransUnion International UK Limited. What happened In May 2023 Mr S contacted TransUnion as he found he wasn’t recorded on the electoral roll at his current address. ... (3 pages)View decision -
Decision Reference DRN7069810
28 May 2014 BISL Limited Not upheldInsurance (excluding PPI)Mr O complains that BISL Limited incorrectly recorded his vehicle’s registration mark when he changed the insured vehicle on his motor insurance policy.backgroundMr O called BISL to advise it that he had changed his vehicle. BISL inputted his vehicle’s registration mark by entering a lett... (2 pages)View decision -
Decision Reference DRN-5725608
6 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5725608 The complaint Ms G complains about how Nationwide Building Society (NBS) treated her when a Power of Attorney (POA) was registered with them. The complaint has been brought on behalf of Ms G by Mr G, the attorney. What happened The details of this complaint are well known t... (2 pages)View decision -
Decision Reference DRN-3046799
15 Sep 2021 TSB Bank plc Not upheldMortgagesDRN-3046799 The complaint Mr and Mrs P’s complaint is about a buy-to-let mortgage they took out with TSB. They are unhappy about the requirements TSB had of them – having to register the property on the new land registry, register Mrs P as a landlord and produce a new tenancy agreement. In... (4 pages)View decision