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 4353 results
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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 DRN6883672
26 Sep 2018 Qudos Insurance A/S Not upheldInsurance (excluding PPI)Mr B complained that Qudos Insurance A/S unfairly cancelled his trade motor insurance policy.backgroundMr B had a trade motor insurance policy and his brother was a named driver on it. Qudos cancelled his policy and wouldn’t refund him any premiums. They said this was b... (2 pages)View decision -
Decision Reference DRN6201359
27 Mar 2018 AEGON Investment Solutions Limited Not upheldInvestment and pensionsThis complaint is about the distress Mr K says he suffered when he viewed his on-line pension with AEGON Investment Solutions Limited whilst abroad. His account was showing a nil balance despite him having around £25,000 in his pension at the time. Mr K thought h... (2 pages)View decision -
Decision Reference DRN-5336931
3 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5336931 The complaint Mrs B and Mr B are unhappy that Aviva Insurance Limited recorded a claim they made as a fault claim, without attempting to obtain CCTV of the third-party car which damaged their parked car. What happened Mrs B and Mr B’s parked car was hit, and the third-party ... (2 pages)View decision -
Decision Reference DRN-5421593
28 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5421593 The complaint Ms M complains PayPal UK Ltd won’t change the surname on her account. What happened Following a divorce Ms M reverted to her maiden name, and this was around 2010. Ms M is consistent in using her maiden name, for bank accounts, utility providers and her voter... (3 pages)View decision -
Decision Reference DRN-4240912
12 Jul 2023 U K Insurance Limited Not upheldInsuranceDRN-4240912 The complaint Mr H has complained about the amount UK Insurance Limited (UKI) paid in settlement of a claim he made under his motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat him again in full detail here. ... (3 pages)View decision -
Decision Reference DRN-4377075
6 Oct 2023 American International Group UK Limited Not upheldInsuranceDRN-4377075 The complaint Mr M complains about American International Group UK Limited’s handling of a claim under his mobile phone insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr M had mobile pho... (3 pages)View decision -
Decision Reference DRN-4060599
25 May 2023 Skyfire Insurance Company Limited Not upheldInsuranceDRN-4060599 The complaint Miss D complains that Skyfire Insurance Company Limited avoided her car insurance policy (treated it like it never existed) and refused to pay her claim. What happened Miss D took out a car insurance policy with Skyfire Insurance and then called Skyfire to change ... (2 pages)View decision -
Decision Reference DRN1087261
28 Mar 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr W has complained that Admiral Insurance Company Limited unfairly cancelled his car insurance policy as if it didn’t exist. Mr W made a claim following the theft of a motorhome. backgroundMr W bought a car insurance policy through a comparison website in May 2018 ... (2 pages)View decision -
Decision Reference DRN-1319915
14 Oct 2020 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-1319915 The complaint Mr S complains that Markerstudy Insurance Company Limited (“Markerstudy”) wrongly settled a claim a third party brought against Mr S’s motor insurance policy with Markerstudy following a collision for which Mr S says he wasn’t responsible. What happened Mr S had a... (3 pages)View decision
