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 381082 results
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Decision Reference DRN-5759137
26 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5759137 The complaint Mr C has complained about the market value Admiral Insurance (Gibraltar) Limited paid when he made a claim under his car insurance policy. What happened Mr C made a claim to his insurer Admiral. Admiral decided to settle Mr C’s claim by paying the market value ... (3 pages)View decision -
Decision Reference DRN-5604192
26 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5604192 The complaint Mr B complains that a hire purchase agreement with Oodle Financial Services Limited, trading as Oodle Car Finance, under which a car was supplied to him was unaffordable for him and that it lent to him irresponsibly. He’s being represented in his complaint by a... (3 pages)View decision -
Decision Reference DRN-5739126
26 Aug 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5739126 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with N.I.I.B. Group Limited, trading as Northridge Finance, wasn’t of satisfactory quality. He’s being helped with his complaint by a representative. What happened A used car was... (4 pages)View decision -
Decision Reference DRN-5776268
26 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5776268 The complaint Mr L has complained about the market value settlement esure Insurance Limited paid when he made a claim under his car insurance policy. What happened Mr L’s car was involved in an incident and he made a claim to esure. esure decided to settle the claim by payin... (2 pages)View decision -
Decision Reference DRN-5743529
26 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5743529 The complaint Mr L is unhappy that American Express Services Europe Limited (“AmEx”) closed his account without providing reasonable notification. What happened Mr L had an AmEx account and used AmEx’s mobile banking app to check whether a payment was due for any given month... (3 pages)View decision -
Decision Reference DRN-5746267
26 Aug 2025 AWP P&C S.A. Not upheldInsuranceDRN-5746267 The complaint Ms C and Mr C have complained about the handling and settlement of a claim under a travel insurance policy by AWP P&C S.A. (“AWP”) In this decision references to AWP include authorised agents acting on its behalf. What happened The background to this compla... (3 pages)View decision -
Decision Reference DRN-5750943
26 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5750943 The complaint Mr J is unhappy that Lloyds Bank PLC gave him incorrect information about the terms of their credit card account. What happened Mr J has a credit account with Lloyds. Mr J’s usage of the account involved paying off the full accrued purchase balance every month ... (3 pages)View decision -
Decision Reference DRN-5346699
26 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5346699 The complaint Miss A complains that a car that was supplied to her under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. She’s being helped with her complaint by her mother. What happened A used car was supplied to Miss A under ... (3 pages)View decision -
Decision Reference DRN-5741798
26 Aug 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5741798 The complaint Mrs K complains about the poor service she received from staff of Skipton Building Society (SBS) both over the telephone, and within a visit to a branch. What happened In February 2025 nearing the end of a bond maturity period, Mrs K called SBS to check she co... (3 pages)View decision -
Decision Reference DRN-5729338
26 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5729338 The complaint Mrs L has complained that a recovery agent caused further damage to her car when she sought assistance from U K Insurance Limited trading as Green Flag under a roadside assistance policy. What happened Mrs L contacted Green Flag as her car had a flat battery. G... (3 pages)View decision
