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
-
Decision Reference DRN-1855749
30 Nov 2020 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-1855749 The complaint Mr P says Accredited Insurance (Europe) Limited unfairly declined a claim he made on his motor insurance policy as it believed his car was stolen as the result of fraud or deception. What happened Mr P says he left his car with a garage in September 2017 on the b... (2 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 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 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 DRN7748765
2 Jun 2016 Pearson Jones Plc Not upheldInvestment and pensionsMr and Mrs B complain that Pearson Jones Plc (trading as Parnell Fisher Child) took too long to carry out the fund switches it had recommended in May 2011. They consider that there were unacceptable delays in processing the fund switches that had been agreed which r... (5 pages)View decision -
Decision Reference DRN-4874715
10 Oct 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4874715 The complaint Mr and Mrs A complain that Barclays Bank UK PLC (Barclays) hasn’t been able to provide them with complete title deed documents for their property when their mortgage was settled in February 2023. They would like the original documents to be returned and compens... (4 pages)View decision -
Decision Reference DRN2265286
10 May 2017 Bank of Scotland Plc Not upheldBanking and creditMr R complains that Bank of Scotland plc trading as Halifax wouldn’t refund a debit made to his current account via the chargeback scheme.backgroundMr R visited a hotel and gave the hotel his debit card details. After leaving the hotel it contacted him to say that th... (2 pages)View decision -
Decision Reference DRN-5236425
2 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5236425 The complaint Mr L complains about how his insurer, Aviva Insurance Limited (Aviva) valued his vehicle as a total loss following an accident. Any reference to Aviva in this decision includes their agents. What happened In March 2024 Mr L’s vehicle was stolen and unfortunat... (4 pages)View decision
