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 4422 results
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Decision Reference DRN-4698863
21 Mar 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4698863 The complaint Mrs T complains that TransUnion International UK Limited (TransUnion) failed to add her electoral registration within a timely manner following receipt of supporting evidence. What happened I issued my provisional decision to both parties on 19 March 2024, which s... (3 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 -
Decision Reference DRN7954311
9 Sep 2016 Kwik-Fit Insurance Services Ltd UpheldInsurance (excluding PPI)Mr W complained that Kwik-Fit Insurance Services Ltd got his car registration number wrong and so insured the wrong car under his motor insurance policy. backgroundMr W bought his policy from Kwik-Fit via an online motor insurance comparison website. When he had a car ... (2 pages)View decision -
Decision Reference DRN5000636
20 Dec 2018 Eldon Insurance Services Ltd UpheldInsurance (excluding PPI)Mr H complains his car was impounded after it was found that Eldon Insurance Services Ltd had recorded the wrong registration number on his motor vehicle insurance policy. It then cost him £210 to have the car released. background Mr H applied for his policy online,... (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 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 DRN7100639
18 Jul 2016 Brightside Insurance Services Limited Not upheldInsurance (excluding PPI)Mr K has complained that Brightside Insurance Services Limited incorrectly recorded his car registration details when he bought his motor insurance policy.backgroundIn February 2016 Mr K filled in an online application before phoning Brightside to buy his policy. Brigh... (2 pages)View decision -
Decision Reference DRN6170069
3 Feb 2018 Principal Insurance Limited Not upheldInsurance (excluding PPI)Mr O has complained that Principal Insurance Limited recorded the wrong registration details when he bought his motorcycle insurance policy. This led to him being stopped by police for driving without insurance. backgroundMr O bought a motorbike insurance policy through ... (3 pages)View decision -
Decision Reference DRN-5402880
1 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5402880 The complaint Mr and Ms R have complained that Aviva Life & Pensions UK Limited incorrectly cancelled their critical illness with life cover policy. What happened In 2016, Mr and Ms R bought a joint critical illness policy and an income protection policy for Ms R only. ... (2 pages)View decision -
Decision Reference DRN-4114374
4 May 2023 Hastings Insurance Services Limited Not upheldInsuranceDRN-4114374 The complaint Mrs N complains that due to an administration issue by Hastings Insurance Services Limited trading as Hastings Direct (Hastings), she was stopped by the Police for driving without insurance. What happened In October 2022 Mrs N changed the car insured under her mot... (2 pages)View decision
