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 4361 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 DRN-3763412
6 Dec 2022 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-3763412 The complaint Ms S complains about the information given by Markerstudy Insurance Company Limited in relation to a claim on her commercial vehicle insurance policy. Reference to Markerstudy includes its agents. What happened Ms S holds a comprehensive commercial vehicle insuran... (2 pages)View decision -
Decision Reference DRN-2226808
26 Mar 2021 Ald Automotive Limited Not upheldConsumer CreditDRN-2226808 The complaint Mrs S complains that a car she acquired through a Hire Purchase Agreement (HPA )with ALD Automotive Limited (ALD) wasn’t the new car as she expected. She would like it replaced. What happened The details of this complaint are well known to both parties so I won’t ... (1 page)View decision -
Decision Reference DRN-1690223
3 Sep 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-1690223The complaintMr C complains about the way in which Volkswagen Financial Services (UK) Limited dealt with a parking fine for a car which was supplied to him under a hire agreement. What happenedMr C complains that VWFS paid a £60 Penalty Charge Notice (PCN) when it shouldn’t have... (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 DRN1065830
6 Oct 2016 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr M and his son, who I will call Mr N, have complained that CIS General Insurance Limited made a mistake when it cancelled Mr M’s motor insurance policy from the date of inception. Mr M says CIS was wrong to decide the policy was invalid due to a simple administ... (2 pages)View decision -
Decision Reference DRN9870568
5 Sep 2018 Equifax Limited Not upheldBanking and creditMr H complains that Equifax Limited failed to protect his personal data adequately.backgroundIn May 2017 Equifax’s parent company was the subject of a cyber-attack and later that year Equifax wrote to Mr H about it. The attackers had gained access to some of Mr H’s ... (2 pages)View decision -
Decision Reference DRN8787248
10 Jul 2013 Credit Reference Solutions Limited UpheldBanking and creditMiss V complains that Credit Reference Solutions Limited (CRS) has not provided her with the service she has paid for. She would like a refund of her fee or for the business to provide the promised service. backgroundMiss V approached CRS on the recommendation of another company, regar... (2 pages)View decision -
Decision Reference DRN-1233798
28 May 2020 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-1233798 The complaintMr and Mrs F have complained that The Royal Bank of Scotland Plc (RBS) failed to return all their title deeds to their solicitor in 2012 when they redeemed their mortgage. What happenedMr and Mrs F took out this mortgage with RBS in 2001, and in February 2012 it wa... (2 pages)View decision
