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 4212 results
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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-3228920
18 Jan 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3228920 The complaint Mr C complains about the charge for excess mileage that Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, has made after he voluntarily terminated the hire purchase agreement under which a car had been supplied to him. He also complain... (6 pages)View decision -
Decision Reference DRN5398462
28 Mar 2018 NRAM Limited Not upheldBanking and creditMr K has complained that NRAM Limited has refused to allow him to borrow back overpayments on his mortgage account. Mr K argues that this is unfair and breaches the terms of his contract with NRAM. backgroundMr K has a mortgage taken out in July 2007 with a busin... (3 pages)View decision -
Decision Reference DRN8848488
23 Jan 2014 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsurance (excluding PPI)Mr N has complained about the settlement by Mapfre Asistencia, Compania Internacional de Seguros y Reaseguros, SA (“Mapfre”) of his claim under a Guaranteed Asset Protection (GAP) insurance policy, saying that its payment was insufficient to enable him to meet the cost of replacing his car... (3 pages)View decision -
Decision Reference DRN2752462
12 Jan 2017 Vanquis Bank Limited Not upheldBanking and creditMr T complains that Vanquis Bank Limited duplicated a default registration on his credit file.backgroundVanquis passed Mr T’s account to a debt collection company in 2014 for non-payment. It later took the account back in-house, prior to selling it.Mr T says he contac... (2 pages)View decision -
Decision Reference DRN-2751010
27 May 2021 Eversure Limited Not upheldInsuranceDRN-2751010 The complaint Mr W complains Eversure Limited have unfairly charged him for an amendment on his roadside assistance policy. What happened On 5 January 2020 Mr W took out a roadside assistance policy with Eversure. In December 2020 Mr W paid to renew his policy on 5 January 2021... (2 pages)View decision -
Decision Reference DRN-3395515
9 Jun 2022 Arthur J. Gallagher (UK) Ltd UpheldInsuranceDRN-3395515 The complaint Mr F has complained about the broker Arthur J. Gallagher (UK) Ltd’s decision to cancel his commercial vehicle insurance policy on behalf of the insurer. For ease I’ll refer to the broker as AJG in my decision. What happened In April 2021 Mr F bought a commercial v... (2 pages)View decision -
Decision Reference DRN9413070
25 Sep 2015 MD Insurance Services Ltd UpheldInsurance (excluding PPI)Mr N has complained that MD Insurance Services Ltd has not refunded all the money owed to him after this service concluded he had been mis-sold building warranties.backgroundMr N brought a complaint to this service about building warranties which he had been sold ... (2 pages)View decision -
Decision Reference DRN3602683
19 Sep 2013 HSBC Bank plc Not upheldBanking and creditMrs D complains that HSBC Bank plc failed in its duty to ensure that her deeds were received from her solicitor in 2002 and were returned to her when her mortgage was paid off.backgroundMrs D entered into a mortgage agreement with HSBC in 2002. As security HSBC obtained a charge over ... (1 page)View decision
