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 4196 results
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Decision Reference DRN-2912186
7 Jul 2021 Advantage Insurance Company Limited UpheldInsuranceDRN-2912186 The complaint Mr C has complained that Advantage Insurance Company Limited have turned down his claim under his car insurance policy following an accident. What happened Mr C intended to insure his car (car A) online via a comparison site with Advantage through a broker in Febr... (3 pages)View decision -
Decision Reference DRN2224999
1 Feb 2017 National Westminster Bank Plc UpheldBanking and creditMr and Mrs M complain that National Westminster Bank Plc lost the deeds to their house. They say that it took a long time to rectify the error, which caused them stress and inconvenience. And they say that NatWest has not compensated them adequately for their time... (2 pages)View decision -
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-3891436
10 Feb 2023 ITI Capital Limited UpheldInvestmentsDRN-3891436 The complaint Ms K has complained about the lack of action ITI Capital Limited (‘ITI’) has taken with her holding of Policy Selection Limited Assured Fund GBP ‘C’ class despite her instruction to redeem her holding. What happened In May 2007 Ms K invested £20,000 into the Assur... (4 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-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 DRN-4184407
12 Jun 2023 One Insurance Limited UpheldInsuranceDRN-4184407 The complaint Miss L complains that One Insurance Limited mishandled a claim on her motor insurance policy. What happened Miss L had a sports utility vehicle. For the year from late August 2021, Miss L had the car insured on a comprehensive policy branded with the name of an in... (5 pages)View decision -
Decision Reference DRN2777617
28 Feb 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr D has complained about the way Hastings Insurance Services Limited communicated with him. He believes it led to the cancellation of his car insurance policy.backgroundMr D bought a car insurance policy through a broker, Hastings Insurance. After he changed his a... (3 pages)View decision -
Decision Reference DRN-4706118
15 May 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-4706118 The complaint Mr M complains about how Sabre Insurance Company Limited trading as GoGirl (“Sabre”) handled a claim on his car insurance policy. What happened Mr M had a motor insurance policy with Sabre, which was taken out via a price comparison website in June 2023. Sabre set... (3 pages)View decision -
Decision Reference DRN-4860065
18 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4860065 The complaint Mr C complains BMW Financial Services (GB) Limited didn’t do enough when a third party attempted to, and succeeded in, taking over their account. What happened Mr C says he’s taken out a number of finance agreements with BMW over the years including one he took ou... (3 pages)View decision
