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 4927 results
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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 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 DRN-4085106
24 Apr 2023 Registration Transfers Ltd Not upheldConsumer CreditDRN-4085106 The complaint Mrs R says that Registration Transfers Ltd, who I’ll call Registration Transfers, made her take out finance to buy a number plate. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on... (2 pages)View decision -
Decision Reference DRN-3804892
30 Nov 2022 Domestic & General Insurance Plc Not upheldInsuranceDRN-3804892 The complaint Mr P complains Domestic & General Insurance Plc (“D&G”) unfairly cancelled his home appliance cover. What happened Mr P had an add-on to his bank account. For a £6 fee each month he could - amongst other things - register home appliances with D&G. The ... (4 pages)View decision -
Decision Reference DRN-4189426
19 Jun 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4189426 The complaint Miss T complains that Aviva Insurance Limited mishandled her motor insurance policy. What happened The subject matter of the insurance policy and the complaint is a car first registered in about 2018. In about May 2022, Miss T bought the car. It had a number plate... (2 pages)View decision -
Decision Reference DRN5874479
6 Apr 2018 Adrian Flux Insurance Services Group UpheldInsurance (excluding PPI)Ms L complained that Adrian Flux Insurance Services Group mis-sold her car insurance policy.backgroundOn 1 November 2017, Ms L called Adrian Flux and asked about insuring her imported car. She told them the car wasn’t yet registered in the UK and that she had made the r... (3 pages)View decision -
Decision Reference DRN5342192
20 Sep 2019 Smart Driver Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that Smart Driver Insurance Limited unfairly increased its quote for his motor insurance policy and took the increased amount from his bank account without telling him.backgroundMr B went on a price comparison website in February 2019 to obtain a quote for his forthcoming an... (4 pages)View decision -
Decision Reference DRN5788785
2 Apr 2015 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mrs L complains that Zurich Insurance PLC (“Zurich”) handled poorly a claim she made under her motor insurance policy, after her car was damaged in an accident.backgroundIn May 2014, Mrs L collided with another car, and damaged the front of her car. She made a claim ... (3 pages)View decision -
Decision Reference DRN-4013470
10 Mar 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4013470 The complaint Mrs and Mr F complain that Rock Insurance Service Limited sent their travel insurance documentation to a third party without their consent. Rock is the intermediary for this policy. Part of this complaint concerns the actions of a travel agent. As Rock has accepte... (4 pages)View decision -
Decision Reference DRN5097584
22 Sep 2018 Nationwide Building Society Not upheldBanking and creditMr and Mrs M complain that Nationwide Building Society sent out their title deeds via standard post. The deeds went missing. As a result Mr and Mrs M had to pay a fee for a missing deed indemnity. Mr and Mrs M want Nationwide to compensate them for the cost. ba... (2 pages)View decision