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 4338 results
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Decision Reference DRN1125534
22 Mar 2021 Auxillis Limited UpheldClaims ManagementMr C is unhappy about the way Auxillis Limited handled his claim after he was involved in a road traffic accident. background In July 2018, Mr C was involved in an accident that he said wasn’t his fault. His car was hit by another car from behind. As Mr C didn’t think he was liable for the... (4 pages)View decision -
Decision Reference DRN-5267204
27 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267204 The complaint Miss D complains Barclays Bank UK PLC treated her unfairly when it recorded a marker against her at Cifas, a fraud database. What happened I issued my provisional decision on this complaint, setting out what I intended to decide and why. I invited both parties... (4 pages)View decision -
Decision Reference DRN-4587142
29 Jan 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4587142 The complaint Mr P complains about Mulsanne Insurance Company Limited’s (Mulsanne) refusal to indemnify him for losses he incurred when driving his father’s car, under his motor insurance policy. All references to Mulsanne include its agents. What happened Mr P was driving his ... (3 pages)View decision -
Decision Reference DRN-4689066
18 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4689066 The complaint Miss B has complained about the way HSBC UK Bank Plc dealt with her claim for money back. What happened To summarise, Miss B says she was abroad and the day before leaving the resort she was influenced to enter into a vacation membership with a firm I’ll call “P”.... (3 pages)View decision -
Decision Reference DRN9462218
1 Mar 2016 Armitage Insurance Services UpheldInsurance (excluding PPI)Mr B has complained that Armitage Insurance Services didn’t pass on to his insurer information he gave it when he bought a motor policy through it.background Mr B bought a motor policy through a broker, Armitage in May. Later that month Mr B was stopped by the poli... (4 pages)View decision -
Decision Reference DRN-4373044
2 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4373044 The complaint Mr M complains that esure Insurance Limited held him liable for a claim made on his motor insurance policy following an incident. He’s unhappy with its communication throughout the claim, that his premiums have increased, and that he couldn’t use his passenger as ... (3 pages)View decision -
Decision Reference DRN-3042788
12 Sep 2021 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-3042788 The complaint Mr C complains about the quality of a car that was supplied to him through a hire purchase agreement with Blue Motor Finance Ltd (BMF). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision which... (4 pages)View decision -
Decision Reference DRN-2494993
24 Feb 2021 U K Insurance Limited UpheldInsuranceDRN-2494993 The complaint Mr and Mrs B have complained about U K Insurance Limited’s (UKI) handling of a claim against their motor insurance policy. Mr B is a named driver on Mrs B’s policy. Mr B has taken the lead in dealing with this complaint. So, for ease, where I refer to his comments... (3 pages)View decision -
Decision Reference DRN-2813236
14 Jul 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2813236 The complaint Mr B complains about his insurer Admiral Insurance Company Limited (Admiral). Mr B is unhappy at the way Admiral handled a claim under his motor insurance policy for water damage to his vehicle. References to Admiral also include their agents. What happened Mr B w... (3 pages)View decision -
Decision Reference DRN1800599
13 May 2019 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs R complains about the actions of Ageas Insurance Limited and its decision to treat her motor insurance policy as though it never existed. Mrs R is represented by her son, Mr T. backgroundMr T took out a policy on Mrs R’s behalf in July 2018. In August 2018 the i... (3 pages)View decision
