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 383541 results
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Decision Reference DRN-5870006
19 Nov 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5870006 The complaint Mr S complains that Lloyds Bank PLC didn’t tell him that it would recalculate his contractual monthly payments (CMP) if he makes overpayments. He says he’d have made different decisions – such as a different mortgage term or interest rate product – if he’d know... (4 pages)View decision -
Decision Reference DRN-5713418
19 Nov 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5713418 The complaint Mrs L has complained about the advice she received from Quilter Financial Services Limited (‘Quilter’) in respect of her late husband’s pension, which was converted into a dependant’s flexi-access drawdown plan. Mrs L also complains about the ongoing advice ser... (4 pages)View decision -
Decision Reference DRN-5960021
19 Nov 2025 Covea Insurance plc UpheldInsuranceDRN-5960021 The complaint Mr C complains about how Covea Insurance plc handled a claim on his motor insurance following an accident. Mr C’s policy was sold and is administered by a third-party intermediary on Covea’s behalf. However, Covea is the policy underwriter so his complaint is a... (5 pages)View decision -
Decision Reference DRN-5899822
19 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5899822 The complaint Mr I complains about how Aviva Insurance Limited dealt with a claim he made on his home insurance policy after someone drove into his wall. What happened In January 2025 a third party drove their car into Mr I’s front wall causing damage. He made a claim on hi... (4 pages)View decision -
Decision Reference DRN-5930352
19 Nov 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5930352 The complaint Mr G complains that Tesco Underwriting Limited declined a claim on his home buildings insurance policy and said the policy was void. What happened Mr G took out buildings and contents insurance for his home which was underwritten by Tesco. He made a claim on th... (4 pages)View decision -
Decision Reference DRN-5873284
19 Nov 2025 EUI Limited Not upheldInsuranceDRN-5873284 The complaint Ms P has complained that EUI Limited unfairly and unreasonably charged her a cancellation charge when her motor policy was automatically renewed and she then cancelled her policy after the first 14 days. Ms P refused to pay the cancellation charge. Subsequently... (5 pages)View decision -
Decision Reference DRN-5942151
19 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5942151 The complaint The estate of Mr B has complained that Aviva Life & Pensions UK Limited unfairly declined the claim on Mr B’s life insurance following his death. A grant of representation in Mr B’s estate was issued to Mrs B. Mrs B is herself represented by her attorney, ... (3 pages)View decision -
Decision Reference DRN-5777405
19 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5777405 The complaint Miss T, through her representative, complains that Black Horse Limited approved a car finance agreement for her which she could not afford to repay. Miss T has also complained about commission, this will be dealt with separately. What happened On 11 May 2019 Mi... (3 pages)View decision -
Decision Reference DRN-5643429
19 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5643429 The complaint Mr J has complained that a car he acquired using finance from Black Horse Limited wasn’t delivered to him in a timely manner, and wasn’t of satisfactory quality. What happened On 21 January 2023, Mr J entered into a finance agreement with Black Horse for a used... (2 pages)View decision -
Decision Reference DRN-5938444
19 Nov 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5938444 The complaint Mrs T doesn’t think that Blue Motor Finance Ltd (‘BMF’) have acted fairly by reporting a missed payment on her credit file. What happened In May 2021, Mrs T was supplied with a used car through a hire purchase agreement with BMF. She paid an advance payment of... (4 pages)View decision
