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 381196 results
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Decision Reference DRN-5899245
22 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5899245 The complaint B, a limited company, has complained about the way its commercial vehicle insurer, Aviva Insurance Limited (‘Aviva’), dealt with a claim made against its policy by a third party after one of its vehicles was involved in an accident. B’s complaint is brought to... (4 pages)View decision -
Decision Reference DRN-5644484
22 Oct 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5644484 The complaint Mr C, who is represented by a third party, complains that Advantage Finance Limited (‘Advantage’) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In June 2020, Mr C acquired a used car financed by a hire purchase ... (3 pages)View decision -
Decision Reference DRN-5893355
22 Oct 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5893355 The complaint Mrs T complains that Tradex Insurance Company PLC (“Tradex”) increased her premium for car insurance after she made a notification-only claim, and the service it provided her. What happened Mrs T had a motor insurance policy from Tradex covering her car. The po... (3 pages)View decision -
Decision Reference DRN-5430893
22 Oct 2025 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5430893 The complaint Mr M complains that PrePay Technologies Ltd (trading as Monese) will not refund money he lost to a scam. What happened Mr M was looking for investment opportunities, and in September 2023 he came across a company I will call ‘C’ which claimed to provide assist... (4 pages)View decision -
Decision Reference DRN-5734787
22 Oct 2025 Lloyds Bank PLC UpheldMortgagesDRN-5734787 The complaint Mr E complains that Lloyds Bank PLC didn’t treat him fairly when he was in difficult financial and personal circumstances. He would like the solicitors costs he incurred reimbursed. What happened Mr E took out an interest-only mortgage with Lloyds in 2016. The... (4 pages)View decision -
Decision Reference DRN-5839929
22 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5839929 The complaint Mrs H complains that Lloyds Bank PLC (‘Lloyds’) should pay more compensation than offered so far in connection an account switch. What happened In brief summary, Mrs H encountered problems as a result of an account switch not being carried out in the way she i... (3 pages)View decision -
Decision Reference DRN-5803635
22 Oct 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5803635 The complaint Mr K complains about the response of AA Underwriting Insurance Company Limited (‘AA’) to his motor insurance claim. AA are the underwriters (insurers) of this policy. Much of Mr K’s dissatisfaction relates to the actions of agents that were acting on behalf of ... (3 pages)View decision -
Decision Reference DRN-5857499
22 Oct 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5857499 The complaint Mr M says he got very poor service from Accredited Insurance (Europe) Ltd and its agents when he made a claim on his motor insurance policy after a non-fault accident. What happened Mr M said Accredited’s agents changed their opinions on whether his car should... (3 pages)View decision -
Decision Reference DRN-5747979
22 Oct 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5747979 The complaint Miss C complains that Vanquis Bank Limited made errors that prevented her from making payments towards her personal loan, and that it registered a default on her credit file. What happened In March 2023, Miss C successfully applied for a personal loan with Vanq... (4 pages)View decision -
Decision Reference DRN-5899111
22 Oct 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5899111 The complaint Ms B complains about the way Liverpool Victoria Insurance Company Limited (“LV”) handled an escape of water claim she made on her home insurance policy. What happened The background to this complaint is well known to the parties, so the following is intended a... (9 pages)View decision
