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 4777 results
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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 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 -
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-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 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 DRN9136609
16 May 2014 DAS Legal Expenses Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs C complains about DAS Legal Expenses Insurance Company Limited’s decision to withdraw funding for her claim for legal assistance.All references to DAS Legal Expenses Insurance Company include its claims-handling agents.backgroundIn 2008 Mrs C instructed solicitors (the conveyancin... (4 pages)View decision -
Decision Reference DRN6491354
9 Jul 2018 PSA Finance UK Limited UpheldBanking and creditMr W complains that PSA Finance UK Limited ("PSA") misled him about the service fee. It has offered £150 compensation, but Mr W wants it to waive the excess mileage charge of £251.58.backgroundMr W hired a vehicle for 12 months on a hire agreement through... (1 page)View decision -
Decision Reference DRN4717190
28 Jun 2019 Santander UK Plc UpheldBanking and creditMrs M1 has brought a complaint to our service on behalf of her mother Mrs M2, for whom she has power of attorney. She complains that Santander UK Plc did not make her a joint signatory on her mother’s account when they were asked to. And she says her mother is... (3 pages)View decision -
Decision Reference DRN3557003
30 Jun 2016 TSB Bank plc Not upheldBanking and creditMr L complains that TSB Bank plc is unfairly refusing to remove an entry on his CIFAS file. The entry is causing difficulties in his employment, finances and personal life. backgroundMr L says his previous employer made an error with his National Insurance (NI) nu... (2 pages)View decision -
Decision Reference DRN9612304
17 May 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr H complains that Royal & Sun Alliance Insurance Plc (“RSA”) lost his personal information and hasn’t offered enough compensation.background RSA wrote to Mr H to apologise that it had lost his data that was contained on a hard drive. RSA couldn’t be sure whethe... (2 pages)View decision