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 125400 results
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Decision Reference DRN-5054071
18 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5054071 The complaint Mrs M complains that Aviva Insurance Limited (Aviva) has charged multiple policy excess payments for one claim that she made under her motor insurance policy. What happened Mrs M noticed damage to her car caused by rodents. She made a claim to Aviva, which it ... (4 pages)View decision -
Decision Reference DRN-5082536
18 Oct 2024 Black Horse Limited UpheldConsumer CreditDRN-5082536 The complaint Mr M complains that a vehicle he acquired through a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (“Black Horse”) wasn’t of satisfactory quality. He says he should have been allowed to hand the vehicle back because of... (5 pages)View decision -
Decision Reference DRN-5083835
18 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5083835 The complaint Mr H complained about Admiral Insurance (Gibraltar) Limited’s service when they replaced his car’s windscreen under his motor insurance policy. What happened Mr H’s windscreen was damaged, and Admiral had it repaired by their agent. However the agent fitted the... (3 pages)View decision -
Decision Reference DRN-4869726
18 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4869726 The complaint Mr C is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a safe account scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In sho... (7 pages)View decision -
Decision Reference DRN-5092097
18 Oct 2024 Covea Insurance plc UpheldInsuranceDRN-5092097 The complaint Mr R complains that Covea Insurance Plc failed to provide a hire car as agreed when his car was being repaired, under his motor insurance policy. What happened Mr R’s car required repairs due to contamination of a fuel additive. He contacted Covea and explains... (4 pages)View decision -
Decision Reference DRN-5064369
18 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5064369 The complaint Miss G and Mr J complain about the poor standard of service they received from esure Insurance Limited (esure) following a claim they made for an escape of water, under their home buildings insurance policy. I’ll refer to Mr J for ease in my decision. What ha... (5 pages)View decision -
Decision Reference DRN-4853263
18 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4853263 The complaint Mr G complains about the quality of a car which he purchased using his debit card supplied by Bank of Scotland plc trading as Halifax (“Halifax”). What happened In September 2023, Mr G purchased a car from a supplier I’ll refer to as “S” for £8,700. Mr G paid £... (5 pages)View decision -
Decision Reference DRN-5056272
18 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5056272 The complaint Mr R is unhappy with the service provided by Admiral Insurance (Gibraltar) Limited (Admiral) following a claim he made on his car insurance policy. What happened Mr R held car insurance through Admiral. The policy booklet explained in the event of a claim, Adm... (5 pages)View decision -
Decision Reference DRN-4947949
18 Oct 2024 Augustine Limited UpheldPensions and AnnuitiesDRN-4947949 The complaint Mr W complains that Augustine Limited trading as Augustine Financial Planning (Augustine) provided him with unsuitable advice for his pension, leading to a financial loss. Mr W feels that his adviser failed to take his attitude to risk (ATR) into consideration.... (10 pages)View decision -
Decision Reference DRN-5091804
18 Oct 2024 One Insurance Limited UpheldInsuranceDRN-5091804 The complaint Miss C complains about that One Insurance Limited (“One”) wouldn’t pay a claim under her car insurance policy, which it then cancelled. What happened Miss C had a car insurance policy with One arranged through a broker. The policy was originally set up through ... (4 pages)View decision
