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 370904 results
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Decision Reference DRN-5298780
31 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5298780 The complaint Mr H complains Ageas Insurance Limited (Ageas) caused damage to his car when it attended to his roadside assistance call out. Ageas are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Ageas ... (3 pages)View decision -
Decision Reference DRN-4719747
31 Jan 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-4719747 Complaint Mrs B complains that Lex Autolease (“Lex”) unfairly failed to notify her of the additional tax charge that it passed onto her as part of a hire agreement. Background In April 2022, Mrs B signed a regulated hire agreement with Lex in order to hire a brand-new car. ... (4 pages)View decision -
Decision Reference DRN-5290226
31 Jan 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5290226 The complaint Miss P complains that MotoNovo Finance Limited (“MotoNovo”) didn’t check her personal and financial situation before it agreed to lend to her. What happened In May 2020, MotoNovo provided Miss P with a hire purchase agreement through a credit intermediary for ... (4 pages)View decision -
Decision Reference DRN-5260240
31 Jan 2025 West Bay Insurance Plc UpheldInsuranceDRN-5260240 The complaint Mr H complains about West Bay Insurance Plc’s decision to cancel his car insurance policy. What happened Mr H made a claim on his car insurance policy with West Bay in November 2021. West Bay paid Mr H a settlement but following investigations, it cancelled his... (3 pages)View decision -
Decision Reference DRN-5298754
31 Jan 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5298754 The complaint Mr E is unhappy that The Royal Bank of Scotland Plc (RBS) closed his account and didn’t return some of the funds. What happened Mr E complained to RBS following the bank’s decision to close his account around April last year. Mr E is unhappy that RBS didn’t pr... (3 pages)View decision -
Decision Reference DRN-5288001
31 Jan 2025 Allianz Insurance Plc UpheldInsuranceDRN-5288001 The complaint Mr S complains that Allianz Insurance Plc declined a claim on his pet insurance policy. What happened Mr S has been assisted in dealing with the complaint by his partner, who has dealt with the correspondence relating to this, but for ease I’ll refer to Mr S th... (3 pages)View decision -
Decision Reference DRN-4621703
31 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4621703 The complaint Miss A complains that Starling Bank Limited won’t refund the money she lost when she was the victim of a scam. What happened In August 2023, Miss A received a call from someone who said they worked for Starling and that someone was trying to take money out of ... (4 pages)View decision -
Decision Reference DRN-4877685
31 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4877685 The complaint Mrs R complains that Starling Bank Limited won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In October 2023, Mrs R was looking to get some building work done at her property. She posted the work on a listing w... (4 pages)View decision -
Decision Reference DRN-5298736
31 Jan 2025 Wakam UpheldInsuranceDRN-5298736 The complaint Mrs L complains that Wakam avoided her home insurance policy and declined her claim for damage to her property and stolen valuables when her home was burgled. Reference to Wakam includes its agents or representatives. What happened Mrs L raised a claim with W... (8 pages)View decision -
Decision Reference DRN-5232018
30 Jan 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5232018 The complaint Ms B is unhappy with the service provided by Motability Operations Limited (MOL). Ms B’s representative, Mr B, brought the complaint on her behalf. For ease of reading and because the hire agreement was in her name, I’ll refer mainly to Ms B. When I refer to w... (3 pages)View decision
