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 4338 results
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Decision Reference DRN-3167600
7 Dec 2021 Covea Insurance plc UpheldInsuranceDRN-3167600 The complaint Mr S complains that Covea Insurance plc avoided his commercial motor insurance policy (treated it as if it didn’t exist) and declined his claim following the theft of his van. Mr S wants it to pay the claim and refund his premiums. What happened Mr S’s van was st... (3 pages)View decision -
Decision Reference DRN8005751
4 Jul 2014 Express Finance (Bromley) Limited Not upheldBanking and creditMr C complains that he has asked Express Finance (Bromley) Limited (“Express Finance”) to remove two defaults recorded on his credit file, but it has not replied to his correspondence.backgroundMr C took out a loan with Express Finance at the beginning of September 2010. Four days lat... (3 pages)View decision -
Decision Reference DRN7031080
28 Feb 2017 Carnegie Consumer Finance Limited Not upheldBanking and creditMr K is unhappy he hasn’t been able to cancel a fixed term loan agreement with Carnegie Consumer Finance Limited which he took out to pay for a training course. backgroundIn November 2015 Mr K took out a fixed term loan agreement to pay for a training course. Mr K co... (2 pages)View decision -
Decision Reference DRN-5330715
27 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5330715 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited placed a marker on his vehicle which showed it was an insurance ‘write off’. He says this caused him a financial loss as he couldn’t sell it. What happened Mr K held an insurance policy underwritten by ... (4 pages)View decision -
Decision Reference DRN4800634
2 Oct 2013 Amtrust Europe Limited Not upheldInsurance (excluding PPI)The circumstances and background to this complaint were set out in my provisional decision in August 2013, as follows: Mrs M complains about the handling of her claim for uninsured losses under the legal protection cover of her motor insurance policy. Her legal expenses cover was under... (4 pages)View decision -
Decision Reference DRN-4082238
31 May 2023 Barclays Bank Plc UpheldBanking and PaymentsDRN-4082238 The complaint Mr M on behalf of P (a limited company) complains that Barclays Bank Plc has treated it unfairly in relation to information it has recorded against it. While this is P’s complaint, for ease of read I will mostly refer to its representative and director, Mr M. What... (4 pages)View decision -
Decision Reference DRN-2558410
17 Mar 2021 Zenith Insurance plc Not upheldInsuranceDRN-2558410 The complaint Mr F complains that Zenith Insurance plc unfairly handled a claim a third party made against him on his motor insurance policy. What happened In June 2020, Zenith received an allegation that Mr F’s car had been in a collision with another vehicle back in December ... (4 pages)View decision -
Decision Reference DRN5745707
13 Aug 2015 Alliance Trust Savings Limited Not upheldInvestment and pensionsComplaintMrs A has complained about the forced sale by Alliance Trust Savings Limited (the firm) of the Verizon shares held within her self-invested personal pension (SIPP). Due to the late notification of the sale she argues that she was not given adequate time to find ... (4 pages)View decision -
Decision Reference DRN3523263
19 Nov 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr Z was involved in a road traffic accident (RTA). He’s unhappy that Aviva Insurance Limited (Aviva) decided to record this as a ‘fault’ claim and his No Claim Discount (NCD) will be affected. backgroundMr Z has an annual, comprehensive car insurance policy which star... (2 pages)View decision -
Decision Reference DRN1965593
12 Aug 2014 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr G complains about Admiral Insurance Company Limited’s valuation of his car following a claim on his motor insurance policy.backgroundAdmiral’s initial valuation of Mr G’s car amounted to £21,920. After raising his dissatisfaction with this amount Admiral raised its valuation to £23,... (2 pages)View decision
