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 4373 results
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Decision Reference DRN3424115
12 Jun 2013 QBE Insurance (Europe) Limited Not upheldInsurance (excluding PPI)Mr K has complained about QBE Insurance Europe Limited (“QBE”)’s valuation of his vehicle, following a total loss claim made under his motor insurance policy. He also believes that QBE has failed to deal with his claim in a satisfactory way, including reimbursing his travel costs.backg... (2 pages)View decision -
Decision Reference DRN2607514
9 May 2017 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr E complains that when he renewed his breakdown repair insurance policy with Automobile Association Insurance Services Limited (AA) he wasn’t told of changes he could make to his cover which would have been of benefit to him.backgroundMr E first took out breakdow... (2 pages)View decision -
Decision Reference DRN5581088
29 Sep 2017 Kapama Limited UpheldBanking and creditMr H complains that Kapama Limited has placed a default on his credit file when it had no right to do so.He asks that the default be removed.background Mr H initially suggested he knew nothing about this debt. He told us that Kapama, out of the blue, had registered ... (3 pages)View decision -
Decision Reference DRN4480554
4 Aug 2017 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr A and his brother - Mr A2 - complain that Be Wiser Insurance Services Ltd didn’t handle the cancellation of Mr A’s motor insurance policy properly.backgroundMr A took the policy out through Be Wiser in April 2015. He was asked if he was the car’s registered kee... (2 pages)View decision -
Decision Reference DRN5300827
24 Jan 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr B’s complaint is about a payment protection insurance (PPI) policy taken out in June 2007 alongside a credit card. Mr B says that The Royal bank of Scotland Plc (RBS) mis-sold the policy.backgroundIn June 2007 Mr B applied for an RBS credit card using a postal application form. At ... (4 pages)View decision -
Decision Reference DRN-5395204
18 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5395204 The complaint Miss A complains about how Aviva Insurance Limited settled a claim made on her motor insurance policy. Reference to Aviva includes its agents. What happened Miss A holds a motor insurance policy with Aviva. When her car was involved in an incident, she called a... (4 pages)View decision -
Decision Reference DRN-5029929
19 Sep 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5029929 The complaint Mr K has complained about Watford Insurance Company Europe Limited’s decision to cancel his car insurance policy. Watford is the main insurer and underwriter of the policy. What happened In June 2023 Mr K bought a car insurance policy through a broker and paid ... (3 pages)View decision -
Decision Reference DRN4827488
26 Apr 2013 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs N complain that U K Insurance Limited (UKI) unfairly rejected the part of a claim they made that was covered by the uninsured driver promise (the UDP) within their motor insurance policy. They also complain that they received poor customer service from UKI in general.backgro... (2 pages)View decision -
Decision Reference DRN9258647
20 May 2014 Domestic & General Insurance Plc UpheldInsurance (excluding PPI)Mr B complains that Domestic & General Insurance PLC (D&G) failed to register two appliances under an extended warranty which was offered to him by his credit card provider. He also complains about D&G’s handling of his complaint. backgroundThe provider of Mr B’s credit card... (2 pages)View decision -
Decision Reference DRN3051197
24 Mar 2020 The Mortgage Shop (Barnsley) Ltd UpheldBanking and creditMr and Mrs W complain about the way The Mortgage Shop (Barnsley) Ltd (“TMS”) dealt with their application for a mortgage. Mr and Mrs W want compensation for the cost of purchasing the freehold interest by credit card.backgroundTMS assisted Mr and Mrs W as broker in applying for a mortgage ... (2 pages)View decision
