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 4927 results
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Decision Reference DRN5805675
26 Sep 2017 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Miss S has complained that Calpe Insurance Company Limited’s (“Calpe”) settled a claim under her motor insurance policy.backgroundMiss S had motor insurance with Calpe and Mr S was a named driver on her policy. Another driver reported that they’d been involved in an ... (2 pages)View decision -
Decision Reference DRN-5293199
26 Feb 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5293199 The complaint Mr and Mrs S complain that The Royal Bank of Scotland Plc (“RBS”) failed to ensure that the title to their property was registered in their name when they bought it with the assistance of a mortgage from RBS and RBS failed to warn them of it. What happened Mr a... (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 DRN-5002652
4 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-5002652 The complaint Mr T has complained about the market value Ageas Insurance Limited offered when it settled his claim as a total loss in October 2023. Mr T made a claim under his commercial van insurance policy. What happened In October 2023 Mr T made a claim for damage to his ... (5 pages)View decision -
Decision Reference DRN-4936973
31 Jul 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4936973 The complaint Mr O complains that TransUnion International UK Limited (TransUnion) reported incorrect information about his electoral registration on his credit report and failed to resolve the matter within a reasonable timeframe. What happened I issued my provisional decis... (4 pages)View decision -
Decision Reference DRN1632702
4 Sep 2015 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr S complains that Royal & Sun Alliance Insurance Plc (RSA) refused to amend the policy record when he told them about a change of registration number. And because of this he had to hire a car until the change was made.background The background and circumstance... (4 pages)View decision -
Decision Reference DRN3235275
27 Oct 2016 Saga Services Limited Not upheldInsurance (excluding PPI)Mr D is unhappy that when he called his breakdown provider for assistance when he was abroad, he was told he didn’t have cover as his policy couldn’t be validated, and the wrong registration number was recorded. Mr D thinks Saga Services Limited is responsible for the ... (2 pages)View decision -
Decision Reference DRN-6076207
23 Jan 2026 Marshmallow Insurance Limited Not upheldInsuranceDRN-6076207 The complaint Mr M complains that Marshmallow Insurance Limited (“Marshmallow”) mishandled a claim on his motor insurance policy. What happened For the year from 18 November 2022, Mr M had a motor policy with Marshmallow. Mr M and Marshmallow renewed the policy for the yea... (3 pages)View decision -
Decision Reference DRN-3248096
8 Feb 2022 ATLANTA 1 INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-3248096 The complaint Mr N has complained that Atlanta1 Insurance Services Limited, trading as Autonet Insurance Group (‘Autonet’) didn’t assist following discovery of an error on his motor insurance policy. What happened Mr N took out motor insurance cover in April 2020 through a pric... (3 pages)View decision -
Decision Reference DRN-4263297
8 Sep 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4263297 The complaint Ms C has complained Vanquis Bank Limited allowed a fraudulent credit card account to be opened in her name. She’s also unhappy about the £350 compensation Vanquis has offered for the delays and reputational damage. What happened In May 2021 Ms C discovered a credi... (2 pages)View decision