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 4282 results
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Decision Reference DRN-3087403
12 Oct 2021 Haven Insurance Company Limited UpheldInsuranceDRN-3087403 The complaint Mr A complains about how Haven Insurance Company Limited handled a claim on his commercial vehicle insurance policy. What happened Haven were contacted by a third party insurer about an incident. It was told Mr A had driven into the back of another car and caused ... (2 pages)View decision -
Decision Reference DRN-5142821
2 Dec 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5142821 The complaint Mrs D complains AA Underwriting Insurance Company Limited’s settlement of her motor insurance was too low. What happened In April 2024 Mrs D’s car was damaged when driven into a pool of water. She claimed against her AA motor insurance policy. AA considered th... (2 pages)View decision -
Decision Reference DRN2452623
18 Sep 2018 Equifax Limited UpheldBanking and creditMrs B complains that Equifax Limited didn’t protect her personal details.backgroundEquifax’s parent company was the subject of a cyber-attack. The attackers gained access to Mrs B’s name, date of birth and phone number. Equifax accepted that Mrs B could be exposed to col... (3 pages)View decision -
Decision Reference DRN-3751161
9 Nov 2022 The New India Assurance Company Limited Not upheldInsuranceDRN-3751161 The complaint G’s complaint is about claim on its New India Assurance Company Limited Care Homes Policy. G says the policy should have engaged when the Care Quality Commission issued a notice proposing to cancel its license. G is helped by a representative in this complaint, bu... (3 pages)View decision -
Decision Reference DRN1914499
23 Jan 2017 RCI Financial Services Limited UpheldBanking and creditMr R complains that a car that was supplied to him under a hire purchase agreement with RCI Financial Services Limited, trading as Dacia Finance, wasn’t of satisfactory quality.backgroundA new car was supplied to Mr R under a hire purchase agreement with Dacia Fi... (3 pages)View decision -
Decision Reference DRN1862417
18 Mar 2015 Tesco Underwriting Limited UpheldInsurance (excluding PPI)Mr Q complains that Tesco Underwriting Limited treated his motor insurance policy as if it did not exist from the start (voided it) and declined to deal with his claim due to misrepresentation of the owner and registered keeper of his car. He also says that its dela... (2 pages)View decision -
Decision Reference DRN-4719090
3 Jun 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4719090 The complaint Mr D complains that his carer, Miss X, as an authorised card holder, was unable to use his credit card for online purchases on two occasions. What happened Mr D held a credit card account with MBNA and another with Halifax Bank. They are part of the same banking g... (2 pages)View decision -
Decision Reference DRN-3434193
19 May 2022 Equifax Limited UpheldConsumer CreditDRN-3434193 The complaint Mr W is unhappy about Equifax Limited reporting his personal information on his brother’s credit report. Mr W is represented in his complaint by a firm of solicitors. What happened In mid-2021, Mr W became aware that his data had mistakenly appeared on his brother... (2 pages)View decision -
Decision Reference DRN2535390
6 Aug 2018 Chubb European Group plc Not upheldInsurance (excluding PPI)Mr H has complained that Chubb European Group (CEG) plc’s decision to reject his theft claim is unfair. Mr H made a claim under his car insurance policy when his car was stolen.Mr H’s representative is assisting him in his complaint.backgroundMr H bought a car insur... (2 pages)View decision -
Decision Reference DRN9935622
8 Oct 2015 esure Insurance Limited UpheldInsurance (excluding PPI)Mrs K has complained that esure Insurance Limited made a mistake with how it dealt with a claim on her motor insurance policy. Mrs K is represented by her relative, Mr K.backgroundMrs K says that a bus hit her car while it was parked. She reported the incident to... (2 pages)View decision
