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 4152 results
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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-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 DRN8301636
3 Oct 2017 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr M has complained about the way Zenith Insurance plc dealt with a claim made against his car insurance policy.backgroundMr M bought a car insurance policy with Zenith. In December 2016 Zenith received a claim from a third party. They said Mr M’s car had been invo... (3 pages)View decision -
Decision Reference DRN0657821
27 Feb 2015 Mortgages Plc Not upheldBanking and creditMr G has complained that Mortgages Plc has failed to provide him with a copy of the contract to show there is a valid mortgage.backgroundIn September 2006 Mr G granted a mortgage to Mortgages Plc (under its trading name of Mortgages 1 Limited) as security for a loan. Mr G signed a Leg... (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 -
Decision Reference DRN-4651722
28 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4651722 The complaint Miss T’s representative complains on her behalf that Liverpool Victoria Insurance Company Limited (LV) left her uninsured after it recorded incorrect details of her car on her motor insurance policy. References to Miss T, or her representative, will include the ot... (2 pages)View decision -
Decision Reference DRN-5083017
7 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5083017 The complaint Miss M has complained about the loss of a personal registration plate from her car when she made a claim under her car insurance policy. What happened Miss M was involved in an incident and made a claim to her insurer, Advantage. Her car was recovered and in tr... (2 pages)View decision -
Decision Reference DRN6183629
30 Mar 2015 Callcredit Limited Not upheldBanking and creditMrs D complains that Callcredit Limited will not help her to update her credit file to record her correct electoral role information. She says the incorrect details are affecting her ability to obtain credit. backgroundMrs D moved her to her current address on 1 Febru... (2 pages)View decision -
Decision Reference DRN3297247
18 Apr 2016 Xbridge Limited Not upheldInsurance (excluding PPI)W, a limited company, has complained because its buildings insurance policy that was arranged by Xbridge Limited has been cancelled.backgroundThe premium for the policy was to be paid via a credit agreement. What normally happens is that the credit provider pays the... (2 pages)View decision -
Decision Reference DRN6226490
18 Feb 2019 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr K is unhappy with the charges Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) asked him to pay when he returned a car at the end of a hire purchase agreement.backgroundMr K acquired a new car from MBFS through a 36 month hire pur... (2 pages)View decision
