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 4361 results
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Decision Reference DRN0621293
21 Oct 2014 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr K complains about the way Be Wiser Insurance Services Ltd has administered his motorinsurance policy and about the outstanding balance he has to pay upon its cancellation.backgroundMr K arranged a motor insurance policy through Be Wiser. He was sent the policydocuments. Some months l... (5 pages)View decision -
Decision Reference DRN-2214004
28 Sep 2020 Saga Services Limited UpheldInsuranceDRN-2214004The complaintMr W is unhappy because Saga Services Limited (Saga) updated his car insurance policy with the incorrect vehicle details meaning his car was uninsured. What happenedIn July 2018, Mr W purchased a car insurance policy sold by brokers, Saga. In September 2018, he chan... (4 pages)View decision -
Decision Reference DRN0902956
11 Jul 2016 Decidebloom Limited Not upheldBanking and creditMr R complains that a car was misrepresented to him by Decidebloom Limited, trading as Stoneacre. He also complains about a dent on the car, that he wasn’t provided with the warranty information and that his name was spelt incorrectly on the registration form.backgr... (2 pages)View decision -
Decision Reference DRN4934265
24 Jan 2017 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs S have complained that AXA Insurance UK Plc turned down a claim on their caravan insurance policy.Mr and Mrs S have instructed a firm of solicitors to represent them. But, for ease, I’ll refer to the solicitor’s comments as being those of Mr and Mrs S.Re... (3 pages)View decision -
Decision Reference DRN8321659
6 Apr 2018 Marks & Spencer Financial Services plc Not upheldBanking and creditMrs G, who holds a registered lasting power of attorney (POA) for Mr G, complains about the policy of Marks & Spencer Financial Services Plc, trading as M & S Bank, to require sight of the whole of the POA. backgroundIn May 2017 Mrs G visited a branch of M &a... (2 pages)View decision -
Decision Reference DRN1606036
28 Jun 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that Aviva Insurance Limited wrongly settled a claim against his van insurance policy, as he wasn’t involved in the incident in question.backgroundA third party told Aviva that an accident took place on 14 December 2016 and that the registration plate ... (2 pages)View decision -
Decision Reference DRN-5302433
25 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5302433 The complaint Mr L, on behalf of Mr W, complains that Santander restricted access to Mr W’s account following the registration of a Court of Protection Order. What happened Mr L complains on behalf of Mr W in his capacity as Mr W’s deputy, as appointed by the Court of Prote... (3 pages)View decision -
Decision Reference DRN8774792
30 Nov 2016 PSA Finance UK Limited Not upheldBanking and creditMr H complains about the amount charged by PSA Finance UK Limited, trading as Peugeot Financial Services, when he terminated his hire purchase agreement.backgroundA car was supplied to Mr H under a hire purchase agreement with Peugeot Financial Services that he signe... (2 pages)View decision -
Decision Reference DRN0739046
4 Mar 2019 Close Brothers Limited Not upheldBanking and creditMrs M, represented by Mr M, complains that Close Brothers Limited sent information to an old address causing distress and costs.backgroundMrs M has a credit agreement with Close Brothers relating to her insurance policy. In October 2018, Mr M contacted Close Brothers ... (3 pages)View decision -
Decision Reference DRN-3462814
9 May 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3462814 The complaint Mr B complains that Aviva Insurance Limited (trading as General Accident) unfairly declined his claim on his motor insurance policy. I refer to General Accident as GA and I include claims-handlers and others insofar as I hold GA responsible for their acts or omiss... (4 pages)View decision
