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-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 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 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 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 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-4328904
10 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4328904 The complaint Mr J complains that Advantage Insurance Company Limited unfairly cancelled his motor insurance policy. What happened In early 2022, Mr J had a car. He insured it on a comprehensive policy for the year from 1 March 2022. The policy was in the name of an insurance i... (4 pages)View decision -
Decision Reference DRN-4811770
7 Aug 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4811770 The complaint Miss D has complained about the way Ageas Insurance Limited trading as Ageas dealt with a claim she made under her car insurance policy. What happened Miss D was involved in an incident and her car was damaged. She reported the incident to her insurer Ageas. M... (4 pages)View decision -
Decision Reference DRN-5175773
28 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5175773 The complaint Mr S complains about problems renewing his car insurance policy provided by First Central Underwriting Limited. During the events of this complaint, First Central Underwriting Limited were known by its previous registered company name of Skyfire Insurance Comp... (3 pages)View decision -
Decision Reference DRN4051969
20 Mar 2014 Santander UK Plc Not upheldBanking and creditMrs and Ms C complain that Santander UK plc defaulted their account and passed it to a debt collection agency even though they had been keeping to a payment agreement. They are being asked immediately to repay the full overdraft on the account. background Mrs and Ms C’s joint curre... (2 pages)View decision
