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 4196 results
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Decision Reference DRN0677648
18 Oct 2018 Great Lakes Insurance SE Not upheldInsurance (excluding PPI)Mr M is unhappy that Great Lakes Insurance SE (GL) isn’t paying out on a claim he made under his tool insurance policy.backgroundMr M was working away from home and had left his tools in his van overnight. Unfortunately he found the next morning that his van had b... (2 pages)View decision -
Decision Reference DRN9346376
5 Nov 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is the director of company V and complained that Ageas Insurance Limited made a mistake with how they valued the van owned by company V after it was stolen, under its commercial vehicle insurance policy. I shall refer to Mr M throughout my decision instead of... (1 page)View decision -
Decision Reference DRN2772023
4 Jul 2017 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs W complain that Allianz Insurance Plc mishandled a claim on a motor trade insurance policy.backgroundMr W worked for a sole trader who ran a car garage. Mr W’s wife Mrs W was driving when she and a third party were involved in a road traffic incident in ... (2 pages)View decision -
Decision Reference DRN-5137024
13 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5137024 The complaint Mr D complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral) valued his vehicle as a total loss following a collision. Any reference to Admiral in this decision includes their agents. This decision covers Mr D’s complaint brought to t... (5 pages)View decision -
Decision Reference DRN0109051
5 May 2017 Express Gifts Ltd UpheldBanking and creditMr L complains, in summary, about the unsatisfactory customer service he’s received fromExpress Gifts Limited, trading as Studio.backgroundMr L opened a credit account with Studio in July 1998. He has complained about thefollowing issues:1. He’d bought a tablet from ... (5 pages)View decision -
Decision Reference DRN-4449236
13 Nov 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4449236 The complaint Mr D complains about a car he acquired through a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS). He refers to having problems with the car immediately after taking possession of it, along with further... (5 pages)View decision -
Decision Reference DRN-4673366
10 Mar 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4673366 The complaint Mr Q complains about the length of time that it has taken for him to register for the Scottish Widows Limited (SWL) online pension portal. Mr Q says that SWL have failed to resolve his IT problems in a timely manner, meaning that he’s been unable to keep track of ... (5 pages)View decision -
Decision Reference DRN7563192
12 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMr G complains that legal fees were unfairly added to his Bank of Scotland plc mortgage account in relation to registration of a legal charge on the property.backgroundIn 2005, Mr G appointed a solicitors’ firm from Bank of Scotland’s panel of approved solicitors to act in relation t... (2 pages)View decision -
Decision Reference DRN1582352
27 Jul 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr B as the owner of company P, and Mrs A complain that Aviva Insurance Limited has refused a claim for vandalism to Mrs A’s car as it says it has no insurable interest in it.backgroundMrs A took out a hire purchase agreement to buy a car. The car was to be use... (2 pages)View decision -
Decision Reference DRN-3701084
5 Mar 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3701084 The complaint Mr M has complained about the way The Royal London Mutual Insurance Society Limited (“Royal London”) dealt with the transfer of his personal pension policies to an occupational scheme in 2011. Mr M’s occupational scheme was subsequently found to be a vehicle for p... (5 pages)View decision
