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-4880261
15 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4880261 The complaint Miss M complains that Admiral Insurance Company Limited have provided poor customer service when dealing with her claim. What happened Miss M held a motor policy with Admiral on which her parents were both named drivers. In September 2022 Miss M’s car was dam... (4 pages)View decision -
Decision Reference DRN-3438525
16 Dec 2022 Trading 212 UK Limited Not upheldInvestmentsDRN-3438525 The complaint Mr G complains Trading 212 UK Limited (“Trading 212”) will not arrange for his shares to be registered into his own name. What happened Mr G bought shares using his Trading 212 account. His shares are registered to a nominee and held in a pooled (omnibus) account ... (3 pages)View decision -
Decision Reference DRN-2329932
17 May 2021 Amtrust International Underwriters DAC Not upheldInsuranceDRN-2329932 The complaint Mr A is unhappy that AmTrust International Underwriters DAC has declined a claim made against his guaranteed asset protection (GAP) insurance policy after the car was stolen. What happened In March 2018 Mr A acquired a car with a finance loan and at the same time ... (2 pages)View decision -
Decision Reference DRN-5779541
23 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5779541 The complaint Mrs P is complaining about Aviva Insurance Limited’s (Aviva) decision to settle a claim she made under her car insurance policy as a fault claim, and she is unhappy that it hasn’t refunded her excess. What happened Mrs P’s car was damaged in an accident with a... (4 pages)View decision -
Decision Reference DRN7019091
13 Feb 2014 Bank of Scotland Plc Not upheldBanking and creditMrs J has complained that Bank of Scotland plc (trading as Halifax) has not registered her instructions to receive interest payments on her savings accounts without any tax being deducted. She wants the tax she has overpaid refunded to her.backgroundMrs J lives abroad and has held a Guara... (2 pages)View decision -
Decision Reference DRN-4537109
24 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4537109 The complaint Mrs A is unhappy with the service provided by UKI Limited (UKI Limited) following a claim she made on her car insurance policy. What happened Mrs A took out a car insurance policy with UKI Limited in August 2022. The policy booklet explained in the event of accide... (3 pages)View decision -
Decision Reference DRN-2416116
9 Dec 2020 Equifax Limited UpheldConsumer CreditDRN-2416116 The complaint Mr I complains that Equifax Limited failed to update his credit file with his electoral roll details. And that it also mistakenly recorded a default. He wants compensation. What happened Mr I complains that Equifax took too long to update his credit file with deta... (3 pages)View decision -
Decision Reference DRN6421813
23 Aug 2017 Santander UK Plc UpheldBanking and creditMrs R has complained that Santander UK Plc asked her to countersign a form to register her power of attorney with it.Her son and attorney, Mr R, represents her.backgroundMrs R has a progressive illness. In 2007, she appointed her son, Mr R, as her attorney under an... (4 pages)View decision -
Decision Reference DRN-3965791
14 Feb 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3965791 The complaint Miss O is unhappy with the way Admiral Insurance (Gibraltar) Limited handled her motor insurance claim. What happened In January 2022 Miss O was involved in a collision. She said she was driving along when an artic lorry proceeded to veer into her lane damaging th... (2 pages)View decision -
Decision Reference DRN-1686780
15 Jun 2020 National Savings and Investments Not upheldBanking and PaymentsThe complaint Miss J complains that National Savings and Investments (NS&I) transferred premium bonds to a different account when she turned 16. Ms O brings this complaint on behalf of her daughter, Miss J. What happened In November 2018 Ms O purchased premium bonds on behalf of her da... (2 pages)View decision
