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-3290387
4 Feb 2022 One Insurance Limited Not upheldInsuranceDRN-3290387 The complaint Miss H complains about One Insurance Limited (‘One’). Her complaint is about One’s decision to cancel her motor insurance policy. What happened Miss H had a motor insurance policy with One. In July 2021 she received an email from One telling her that they had canc... (5 pages)View decision -
Decision Reference DRN-3185770
18 Jan 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3185770 The complaint Mrs H complains about delays and difficulties registering a Power of Attorney (POA) arrangement with National Savings and Investments (NS&I). What happened In May 2020 a POA document that appointed Miss H as an attorney for Mrs H was sent to NS&I. Miss H,... (3 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 DRN0590326
6 Dec 2019 Vitality Health Limited Not upheldInsurance (excluding PPI)Mr and Mrs S complain that Vitality Health Limited unfairly and unreasonably rejected a claim under a private health insurance policy. They want the claim accepted and future continuing treatment covered.backgroundMr and Mrs S are the beneficiaries of a Vitality group private medical insur... (2 pages)View decision -
Decision Reference DRN4166281
8 Jan 2016 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMiss B has complained about the quality of a car she acquired on finance with Volkswagen Financial Services (UK) Limited (‘VWFS’). She also feels that the finance agreement itself was misrepresented, as she thought the warranty, registration plate and servicing agreem... (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 -
Decision Reference DRN-4171630
10 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4171630 The complaint Mr D complains that esure Insurance Limited mishandled his motor insurance policy. What happened Mr D had a powerful and valuable vehicle with a cherished number plate. Mr D took out an esure policy for that vehicle for the year from February 2022. He paid about £... (3 pages)View decision -
Decision Reference DRN-3756935
31 Oct 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3756935 The complaint Mr A complains that Admiral Insurance Company Limited didn’t honour the uninsured driver promise when he made a claim on his motor insurance policy. He wants a refund of his policy excess. What happened Mr A’s car was hit by another driver. The driver was uninsure... (2 pages)View decision -
Decision Reference DRN-2924582
27 Aug 2021 The Share Centre Limited UpheldInvestmentsDRN-2924582 The complaint Mr E says The Share Centre Limited (‘TSCL’) was wrong not to have given him prior notice that China New Energy (‘CNE’) stock – in which he had a holding – was being delisted from the Alternative Investment Market (‘AIM’), and was to be listed on the Hong Kong Stoc... (5 pages)View decision
