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 DRN8190065
20 Jan 2017 Autonet Insurance Services Limited Not upheldInsurance (excluding PPI)Ms C complains that, despite having taken out car insurance with Autonet Insurance Services Limited, she was stopped by the police and is now being prosecuted for driving without insurance.backgroundAt the time Ms C took out the insurance on 31 July 2016, her Land ... (2 pages)View decision -
Decision Reference DRN-2894823
14 Jul 2021 Equifax Limited Not upheldConsumer CreditDRN-2894823 The complaint Ms Z complains that Equifax Limited isn’t reporting the correct date of registration for the electoral roll on her credit file. What happened Ms Z has told us she moved to her current property in 1981. Ms Z’s Equifax credit file says she registered on the electora... (2 pages)View decision -
Decision Reference DRN-2654584
4 Mar 2021 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-2654584 The complaint Mr W is unhappy that Liverpool Victoria Insurance Company Limited (LV) cancelled his motor insurance policy. What happened In May 2020, after acquiring a new car Mr W said he asked LV to update his car details and motor insurance cover. Mr W’s policy with LV was d... (3 pages)View decision -
Decision Reference DRN-4895140
9 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4895140 The complaint Miss S complains about how Barclays Bank UK PLC trading as Barclaycard has dealt with problems she has faced with the online access to her credit card account. What happened Miss S holds a credit card with Barclays that she opened in December 2023. Initially Mi... (3 pages)View decision -
Decision Reference DRN-4050287
13 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4050287 The complaint Mr O complains AXA Insurance UK Plc has handled his motor insurance claim poorly. What happened In April 2022 Mr O’s parked vehicle was involved in a collision with a lorry. He feels the third party driving the lorry was at fault. The driver left the scene without... (3 pages)View decision -
Decision Reference DRN-1600524
24 Sep 2020 Lexham Insurance Consultants Limited Not upheldInsuranceDRN-1600524The complaintMr C’s father complains on behalf of his son that Lexham Insurance Consultants Limited misled him into believing his son’s scooter was insured under a motorcycle insurance policy sooner than it was. For the purpose of my decision I’ll refer to the policyholder as Mr... (2 pages)View decision -
Decision Reference DRN-4793821
16 May 2024 Scottish Widows Limited Not upheldInvestmentsDRN-4793821 The complaint Mr and Mrs A complain that Scottish Widows Limited provided them with incomplete and inaccurate information about the steps they would need to follow in order to surrender a bond they held as trustees. As a result of the poor information they complain that the pay... (4 pages)View decision -
Decision Reference DRN0726590
30 Jan 2018 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mrs P has complained that Be Wiser Insurance Services Ltd recorded the registration number of her new car incorrectly when she called to insure it and that this led to her being stopped for driving without insurance and having her car impoundedBackgroundMrs P called Be... (3 pages)View decision -
Decision Reference DRN8774792
30 Nov 2016 PSA Finance UK Limited Not upheldBanking and creditMr H complains about the amount charged by PSA Finance UK Limited, trading as Peugeot Financial Services, when he terminated his hire purchase agreement.backgroundA car was supplied to Mr H under a hire purchase agreement with Peugeot Financial Services that he signe... (2 pages)View decision -
Decision Reference DRN7069810
28 May 2014 BISL Limited Not upheldInsurance (excluding PPI)Mr O complains that BISL Limited incorrectly recorded his vehicle’s registration mark when he changed the insured vehicle on his motor insurance policy.backgroundMr O called BISL to advise it that he had changed his vehicle. BISL inputted his vehicle’s registration mark by entering a lett... (2 pages)View decision
