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 4755 results
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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-4580491
1 Feb 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4580491 The complaint Mr L has complained about Ageas Insurance Limited’s decision to settle a third party claim as a fault claim under his van insurance policy. What happened In July 2022 Ageas received a claim from a third party who said an incident happened involving Mr L’s van. The... (2 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 -
Decision Reference DRN3003059
19 Aug 2013 St Andrew's Insurance plc UpheldInsurance (excluding PPI)Mr A has complained about the settlement of his claim under a Guaranteed Asset Protection (GAP) vehicle replacement insurance policy, saying that St Andrew’s Insurance Plc (“St Andrew’s”) has not assessed his claim fairly. backgroundIn May 2008, Mr A bought a car for £7,713. He paid for ... (2 pages)View decision -
Decision Reference DRN8800474
30 Aug 2013 Barclays Bank Plc Not upheldBanking and creditMiss M complains that she was not given proper notice that Barclays Bank Plc intended to default her account and register a default with credit reference agencies. backgroundMiss M had a bank account and from 2007 had an overdraft on that account. But she spent over that limit and ... (2 pages)View decision -
Decision Reference DRN1252150
8 Apr 2015 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B complains that Liverpool Victoria Insurance Company Limited (LV) unreasonably required him to provide various copy documentation if it was to continue his motor insurance. He wants it to pay him £15 to cover his time and costs in providing that documentation.back... (2 pages)View decision -
Decision Reference DRN-5178913
20 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5178913 The complaint Mr T complains J.P. Morgan Europe Limited trading as Chase didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has an account with Chase and an account with another business who I’ll refer to as “R” throughout the rest ... (3 pages)View decision -
Decision Reference DRN-4510401
4 Mar 2024 Sabre Insurance Company Limited Not upheldInsuranceDRN-4510401 The complaint Mrs K has complained that Sabre Insurance Company Limited unfairly declined a theft claim she made under her car insurance policy. Sabre has cited its fraud exclusion as a reason for declining the claim. What happened Mrs K says she bought a car in November 2022 u... (3 pages)View decision