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 128312 results
-
Decision Reference DRN-5267037
1 Feb 2025 One Insurance Limited UpheldInsuranceDRN-5267037 The complaint Mr S has complained about One Insurance Limited. He isn’t happy about the way it settled liability after he made a claim under his motor insurance policy. What happened I have previously considered this case and provided my initial thoughts in a provisional de... (5 pages)View decision -
Decision Reference DRN-5016134
1 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5016134 The complaint Mr S has complained that he is unhappy with the quality of a car he acquired in July 2023, using a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened Mr S acquired a used BMW in July 2023, using a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5168282
31 Jan 2025 One Insurance Limited UpheldInsuranceDRN-5168282 The complaint Mr C has complained about One Insurance Limited. He isn’t happy about the way it settled a claim under his motor insurance policy - proportionately settling his claim. What happened I looked at this case and provided my initial thoughts in my provisional decisi... (4 pages)View decision -
Decision Reference DRN-5250249
31 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5250249 The complaint Mr D complains about how Liverpool Victoria Insurance Company Limited (‘LV’) handled a claim on his motor insurance. What happened Mr D had a motor insurance policy with LV. In December 2022, he was involved in a minor traffic accident. While there was only min... (4 pages)View decision -
Decision Reference DRN-5300715
31 Jan 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5300715 The complaint Mr S complains that Zopa Bank Limited acted unfairly when it defaulted his loan account. What happened Mr S took a fixed sum loan with Zopa in January 2023. The loan including interest was £16,932.56, £705.52 per month, payable over 24 months. Mr S said in June... (6 pages)View decision -
Decision Reference DRN-5286714
31 Jan 2025 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-5286714 The complaint Mr S complains that Allied World Assurance Company (Europe) dac (“AWAC”) has offered an unfair settlement following a claim he made under his Residential Landlord Property Owners insurance policy, for damage caused by an escape of water. What happened Mr S owns... (5 pages)View decision -
Decision Reference DRN-5267975
31 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5267975 The complaint Mrs S complains that the car she acquired financed through a hire purchase agreement with Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened On 11 January 2024 Mrs S acquired a used car financed through a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5218123
31 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5218123 The complaint Miss J has complained that Metro Bank PLC (“Metro”) didn’t apply the correct interest rate to her savings account. What happened Miss J attempted to open a 1-year fixed term savings account with Metro on 21 November 2023. However, when she went to do so, she re... (3 pages)View decision -
Decision Reference DRN-5243344
31 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5243344 The complaint Mr and Mrs H are complaining on behalf of C – a limited company – about the way Aviva Insurance Limited has handled a claim C made on its commercial vehicle insurance policy. In particular they’re unhappy with the way the car was repaired. What happened C’s car... (3 pages)View decision -
Decision Reference DRN-5103466
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5103466 The complaint Mr A complains Revolut Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Revolut and has been a customer for around five years. He has accounts elsewhere including accounts with businesses who I’ll ref... (3 pages)View decision